- We are seeking a dynamic Customer Service Head to lead and optimize customer support operations for ZEVO (Parenting App) and ZOEY (Caretaker Services).

- This role will focus on driving service excellence, user satisfaction, and operational efficiency across WhatsApp, Email, and Telephony support channels.

- The ideal candidate will build and manage a high-performing support team while implementing scalable customer service strategies that enhance user experience and retention.

Key Responsibilities:

Customer Experience & Strategy Development:

- Define and implement customer service policies, SLAs, and quality standards for ZEVO and ZOEY.

- Establish a data-driven approach to measure and improve customer satisfaction, response time, and resolution rates.

- Develop and execute strategies for proactive customer engagement, including retention, renewals, and upselling.

Team Leadership & Process Optimization:

- Build, train, and manage a customer support team handling inquiries via WhatsApp, Email, and Telephony.

- Develop a tiered support structure to manage high-priority cases efficiently.

- Create knowledge bases, FAQs, and training modules to streamline team performance.

- Technology & Automation Integration

- Oversee the implementation of WhatsApp Business API (Interakt), CRM tools, and AI chatbots for seamless customer interactions.

- Leverage automation to reduce response times and improve first-contact resolution rates.

- Customer Issue Resolution & Feedback Loop

- Ensure timely resolution of technical issues, caretaker service concerns, and subscription-related queries.

- Set up structured feedback loops between customers and product teams for continuous app and service improvements.

- Subscription & Retention Management

- Implement strategies to reduce churn and increase customer retention by proactively engaging with users.

- Oversee pricing and refund support policies to ensure transparency and fairness.

Requirements:

Skills and Qualifications:

Must-Have Skills:

- 10+ years of experience in customer support leadership within SaaS, service-based, or parenting-tech industries.

- Proven expertise in managing multi-channel customer support (WhatsApp, Email, Telephony).

- Strong knowledge of CRM systems, WhatsApp Business API, and automation tools.

- Exceptional problem-solving, communication, and crisis management skills.

Preferred Skills:

- Experience in subscription-based services, customer lifecycle management, and retention strategies.

- Knowledge of child development, psychology, or family services is a plus.

- Ability to work in a fast-paced, high-growth startup environment.

Education:

- Masters degree in Business, Customer Experience Management, Psychology, or a related field.

Why Join ZEVO?

- Lead a customer-centric revolution in parenting-tech and family-care services.

- Work at the intersection of technology, child development, and customer engagement.

- Be part of a high-impact, fast-growing startup shaping the future of modern parenting

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