Customer Success Lead

Role Purpose

The Customer Success Head – India is responsible for owning end-to-end customer experience across Teleport’s India cargo network.
The role ensures customer retention, process discipline, escalation control, and service consistency across all locations, while freeing Sales and leadership teams from daily firefighting.

Why This Role Is Critical

• Teleport operates across multiple stations and regions in India.
• Customer handling, escalations, and coordination are currently fragmented.
• Sales teams are heavily involved in service firefighting, impacting growth.
• Leadership bandwidth is consumed by coordination instead of strategy.

This role establishes clear ownership, structure, and governance for customer success.

Key Responsibilities

1. Multi-Location Leadership

• Lead Customer Success governance across all India locations.
• Travel regularly to stations to align teams, enforce SOPs, and improve execution.
• Ensure uniform customer experience regardless of origin or gateway.

2. Customer Escalation & IRP Handling

• Act as the single owner for customer escalations and IRP handling.
• Drive root-cause resolution and prevent repeat issues.

Reduce dependency on Sales and leadership for operational coordination.

3. Process, SOP & Workflow Governance

• Review existing customer and reservation workflows.
• Eliminate repeated work and manual coordination.
• Build and implement clear SOPs to fast-track business execution professionally.

4. Customer-Led Reservation Enablement

• Drive a structured shift where customers manage reservations themselves through defined channels.
• Ensure customers understand booking discipline, timelines, and escalation paths.
• Maintain governance without shifting execution to CS or Sales teams.

5. Team Leadership & Stakeholder Management

• Lead and develop Customer Success teams across regions.
• Work closely with Sales, Operations, Reservations, Network, and Finance.
• Create accountability, clarity, and disciplined execution across functions.

Key Deliverables

• Reduced customer escalation turnaround time.
• Improved customer retention and repeat bookings.
• Standardized customer experience across India.
• Sales and leadership freed from day-to-day firefighting.

Strong SOP-driven customer success framework.

Requirements

Experience

• 07-10 years in Air Cargo / Airline / Logistics / GSA.
• Strong exposure to multi-station India operations.
• Proven experience handling customer escalations and service recovery.
  Key Capabilities
• Multi-location and geographically dispersed team leadership.
• Strong process, SOP, and IRP handling expertise.
• Confident escalation management and stakeholder coordination.
• Comfortable with frequent travel and on-ground execution
  
  

Success Measures

• Customer retention and stability of key accounts.
• Reduction in escalations handled by Sales and leadership.
• SOP adoption and process discipline across locations.

Improved speed and professionalism in customer handling.