Customer Experience
Head of Customer Experience
💼 Full-Time
📍 Office-based
🧭 8-12 years
🏙️ Mumbai, Maharashtra / Pune, Maharashtra
💰 ₹24,00,000 – ₹36,00,000 per annum
Role Overview
As Head of Customer Experience you own the service that families actually receive. You will define what good service looks like at Corishta, build the support function across languages and states, and make sure that a complaint raised in Bihar is handled as well as one raised in Pune. You will work closely with the trust and safety and verification teams, because in a matrimonial service the quality of support and the quality of verification are the same promise seen from two sides.
Salary
This is a full-time salaried leadership position with a fixed annual salary. The published range is a market-referenced band and is confirmed individually before an offer is made.
Fixed component: ₹24,00,000 – ₹36,00,000 per annum
Responsibilities
- Define and own the service quality standard for member interactions
- Build and run the customer support function across states and languages
- Own the complaint escalation path and make sure escalations are closed properly
- Measure member satisfaction and turn the results into specific service changes
- Ensure support is staffed and skilled for peak matrimonial season
- Work with verification and trust and safety so that member concerns are resolved end to end
- Represent the voice of members in product and operations reviews
- Report service performance to the leadership team and manage it against agreed standards
Preferred Skills
Customer experience strategy
Service operations
Complaint management
Satisfaction measurement
Team building
Escalation management
Multi-language support
Contact centre operations
Root cause analysis
Candidate Profile
- Eight or more years in customer service or customer experience, with at least three years leading the function
- Experience running a multi-language, multi-location support operation
- Strong grasp of escalation management and of the root causes behind complaint volume
- Experience building service standards in a business where trust matters
- Comfort working in Hindi and English
- Experience in a consumer or subscription service in India
- Exposure to trust, safety or verification operations
- Experience supporting a seasonal demand peak
Where We Recruit
Corishta is actively recruiting for this role from
15 cities across
4 states. Applicants from any of these locations are welcome.
Madhya Pradesh (4)
Maharashtra (4)
Uttar Pradesh (4)
Bihar (3)
Show all recruiting cities
Lucknow, Noida, Kanpur, Varanasi, Patna, Muzaffarpur, Gaya, Indore, Bhopal, Jabalpur, Gwalior, Mumbai, Pune, Nagpur, Nashik
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