Head of Support: Support & Retention Operations
myYogaTeacher (company site, opens in a new tab)8–10 yrsBengaluruOn-siteDirect career pageEst. 18–30 LPA
Posted on 11 Sept
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Job description
Structured overview of role & requirements
About This Role
- Define and implement high-quality, scalable support and retention operations including escalation handling and 24/7 coverage.
- Build, lead, and grow the Support and Retention team (12-20 members), personally handling toughest escalations and coaching for ownership.
- Own key metrics (resolution quality, response times, renewal rates), partner on product fixes, and create a data-driven retention playbook to reduce student churn.
Minimum Requirements
- 8 to 10 years of experience in customer support or success, including meaningful startup exposure.
- Minimum 3 years managing teams of 10+ members.
- Experience building support processes from scratch, handling complex escalations hands-on.
- Location requirement: Must be onsite in Bangalore.
Ideal Candidate Profile
- Experienced leader comfortable with ambiguity and building support functions from an imperfect starting point at startups.
- Strong data-driven decision maker, able to define and track key support and retention metrics and use evidence to improve.
- Hands-on operator with a customer-first mindset, able to personally handle complex escalations and set high standards for the team.