Head of Customer Support

About the role

Simplebooks is seeking an experienced Head of Customer Support to own and elevate its support function across multiple channels. This senior, hands‑on role will lead a sizable customer service operation, set standards, and drive measurable improvements in quality and satisfaction.

Key responsibilities

• Own performance and quality of support across calls, WhatsApp, email and other channels.
• Lead, coach and develop support managers, team leaders and executives.
• Establish and enforce SLAs and KPIs for response times, resolution, productivity and customer satisfaction.
• Track customer queries, commitments and escalations through to resolution.
• Monitor volumes, staffing needs and capacity to maintain service levels.
• Conduct regular quality and performance reviews, and act quickly on underperformance.
• Build and continuously improve SOPs, escalation processes, dashboards and reporting.
• Own NPS target (aim for 8.5) and maintain high CSAT across all channels.
• Collaborate with Incorporation, Secretarial, Tax and other operational teams to address drivers of low NPS/CSAT.
• Foster a culture of accountability, urgency and customer ownership.

Required profile

• 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 front‑line staff.
• Leadership, coaching and performance‑management skills.
• Data‑driven mindset, comfortable using dashboards and operational reports.
• Ability to build processes, enforce standards and hold teams accountable.
• Excellent problem‑solving, cross‑functional management and communication abilities.
• Fluent in Sinhala and English; Tamil is a plus.
• Highly hands‑on, proactive and comfortable in a fast‑growing environment.