Created date: 2025-07-31
Valid upto: 2025-08-24
Location: Yelahanka, Bangalore
Industry: Healthcare / Diagnostics
Experience: 8+ years (including managerial experience in customer support/operations)
We are seeking a highly capable and strategic Customer Support Manager to lead our support operations and drive exceptional service delivery across regions. This role requires a balance of leadership, process optimization, and hands-on team management, with a special focus on operations linked to GCC-based laboratories.
Bachelor degree
Lead and manage the customer support team to ensure efficient resolution of inquiries, complaints, and service requests.
Develop and implement SOPs and service strategies to elevate patient satisfaction and loyalty.
Coordinate with Gulf-region lab teams to ensure smooth communication and timely resolution.
Deploy and manage CRM tools and dashboards to monitor key performance indicators.
Train the support team in empathy-driven communication and cross-cultural sensitivity.
Streamline workflows across India HQ and Gulf labs including logistics, reporting, and coordination.
Monitor Turnaround Time (TAT), logistics, inventory, and vendor performance.
Act as a liaison between support, lab operations, tech teams, and clients.
Analyze service data to identify gaps and drive continuous improvement.
Ensure adherence to healthcare compliance and data protection regulations.
Bachelor’s or Master’s degree in Business Administration, Healthcare Management, or relevant field.
8+ years’ experience in customer service and operations, preferably in healthcare or diagnostics.
Demonstrated experience managing cross-border operations and multicultural teams.
Proficient in handling multichannel support: email, chat, phone, WhatsApp.
Expertise in CSAT improvement, SLA adherence, and feedback loop management.
Experience with CRM systems and workflow automation tools like Zendesk, Freshdesk, or Salesforce.
Understanding of healthcare compliance and protocols (Gulf experience is a plus).