Job Description
Head of Customer Support
- Colombo
- Full-time
- Senior leadership
- Hands-on
- Sinhala + English; Tamil a plus
Simplebooks is looking for an experienced Head of Customer Support to take full ownership of our support function and build a high-performing, accountable service operation. This is a senior, hands-on leadership role for someone who has managed a sizable customer service or contact centre operation — and who will have the authority and responsibility to raise the standard of support across Simplebooks.
KEY RESPONSIBILITIES
- Own the performance and quality of support across calls, WhatsApp, email and other channels.
- Lead, coach and develop support managers, team leaders and executives.
- Establish and drive clear SLAs and KPIs across response times, answer rates, resolution times, callbacks, productivity, quality and customer satisfaction.
- Ensure customer queries, commitments and escalations are tracked through to resolution.
- Monitor customer volumes, staffing requirements and team capacity to hold service levels.
- Run regular quality reviews, performance reviews and coaching; act quickly on underperformance and service gaps.
- Build and continuously improve SOPs, escalation processes, dashboards and management reporting.
- Own customer satisfaction as a number — drive NPS towards 8.5 and hold CSAT high across every support channel.
- Work with Incorporation, Secretarial, Tax and other operational teams on the recurring drivers behind low NPS and CSAT scores, and fix them permanently.
- Build a culture of accountability, urgency and customer ownership, and keep improving the overall customer experience.
WHAT WE'RE LOOKING FOR
- Proven experience leading a medium to large customer service, support or contact centre operation.
- Strong track record of managing teams against measurable KPIs and SLAs.
- Experience managing managers and team leaders, not only frontline executives.
- Strong leadership, coaching and performance-management skills.
- Data-driven and comfortable using dashboards and operational reports to find problems and drive improvements.
- Ability to build processes, enforce standards and hold teams accountable.
- Strong problem-solving, cross-functional management and communication skills.
- Fluent in Sinhala and English; Tamil would be an added advantage.
- Highly hands-on, proactive and comfortable in a fast-growing environment.
THE MANDATE
Take ownership, raise standards and build a support operation that scales with Simplebooks — with an 8.5 NPS as the goal.
Applications to [email protected]
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