Manager - Customer Support

Job Summary:

The Customer Support Manager will play a pivotal role in driving operational excellence and delivering exceptional customer service across regions. This dual-role position requires a strategic thinker with hands-on capabilities to manage teams, optimize processes, and ensure consistent service delivery aligned with business goals.

Key Responsibilities:

- Lead and manage the customer support team; ensure efficient handling of inquiries, complaints, and service requests.

- Build and implement customer service strategies and SOPs to enhance patient satisfaction and loyalty.

- Collaborate with Gulf-based laboratory teams for timely communication and resolution.

- Implement CRM tools and dashboards to track service metrics and KPIs.

- Train staff in empathy-driven communication, service protocols, and cross-cultural sensitivity.

- Streamline key workflows between India HQ and Gulf-region labslogistics, coordination, reporting.

- Monitor TAT, logistics, inventory, and vendor management in coordination with lab managers.

- Bridge communication across teamscustomer support, lab ops, tech, clients.

- Analyze performance data to identify areas for improvement and drive enhancements.

- Ensure compliance with healthcare standards and data protection regulations.

Qualifications & Skills:

- Master's in Business Administration, Healthcare Management, or related field.

- At least 8+ years experience (including managerial experience in Customer Support / Operations)

- 8+ years experience in customer service, call center management, and operations, preferably in healthcare or diagnostics.

- Proven experience in managing cross-border operations and multicultural teams.

- Expertise in multichannel support (email, chat, phone, WhatsApp).

- Strong focus on customer journey optimization and CSAT improvement.

- CRM implementation and workflow automation experience (Zendesk, Freshdesk, Salesforce, etc.

- Knowledge of healthcare compliance and operational protocols in the Gulf region is a plus