Head of Customer Experience & Support Governance

Role Overview

Curefit is hiring a Customer Experience Lead for its fitness products division. This position focuses on shaping the customer experience vision, turning that plan into action through collaboration across teams, discovering meaningful customer insights, and managing customer support operations end to end. The role calls for strong ownership, practical problem-solving, solid stakeholder handling, and the ability to guide and energize a team. This leader will report to the Head of Operations & Customer Experience for the fitness products business.

What You Will Do

• Act as the internal champion for the customer perspective and represent customer interests in everyday decisions.
• Create and drive a customer experience strategy that supports the company’s broader goals and direction.
• Spot friction points in the customer journey, diagnose where the experience is breaking down, and build a roadmap of the highest-impact fixes.
• Work closely with operations, category, technology, and marketing teams to deliver important CX improvements.
• Use data analysis and qualitative customer research to identify opportunities to improve products and services.
• Monitor customer satisfaction and retention across key journey touchpoints, then recommend corrective actions when needed.
• Lead oversight of a support organization of more than 80 employees, including KPI setting, cost planning, and cost control.
• Coach and direct the CX team while fostering a culture centered on customer focus and continuous improvement.

What We’re Looking For

• At least 7 years of total work experience, including 2+ years in team management.
• A balanced background covering both strategy and operations, with the ability to handle both effectively.
• 2+ years of strategy experience, preferably from management consulting or corporate strategy roles.
• 2+ years of delivery or execution experience in customer-facing, operations, or P&L ownership roles.
• Strong ownership mindset and the confidence to challenge ideas constructively and help drive decisions.
• A proven ability to solve complex problems with a hands-on approach to execution.
• Strong collaboration skills and the ability to work with Product, Engineering, and other teams to deliver customer-first outcomes.
• Clear empathy for customers and a strong drive to resolve issues and improve the end-to-end journey.
• Ability to learn quickly and understand complex products and features with ease.
• Excellent written and spoken communication skills, with the ability to explain ideas and recommendations clearly.

Additional Information

The role is based in Bengaluru, Karnataka, India and follows a full-time, onsite work model.