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21/11 Apurva
Manager at Traya Health

Views:424 Applications:109 Rec. Actions:Recruiter Actions:50

Traya Health - Customer Experience Head - Customer Support (8-13 yrs)

Mumbai Job Code: 1183041

We are hiring a strong and motivated Head, Customer Support to join our team. You will be responsible for delivering world-class service to our customers (patients).

In this role, you will be responsible for the day-to-day operations of the Customer Support team to deliver world class service to our clients. You will work closely with customers, team members, doctors, and cross functional teams. The ideal candidate has external technical support experience, has managed highly effective teams, and thrives in a fast-paced working environment.

Responsibilities:

- Build and manage a robust customer support team (of 120+ and growing) capable of delivering business and excellent service to customers

- Develop KPIs & OKRs to deliver on actionable insights for support teams as well manage day-to-day support to improve team performance and quality customer interactions

- Act as a knowledgeable and influential partner with Product, Engineering, CS, PS, DevOps and IT to minimise operational support volume through access to information, diagnostic tools, and other automations

- Strategically organise the Support team to align resources and talent to meet organisational goals; includes hiring, coaching, retaining, and building internal career development to retain exceptional talent

- Ensuring high levels of customer satisfaction and retention

- Follow up on customer queries and handle escalation resolution after internal feedback & discussions

- Coordinating with Internal team members to ensure resolution of Complaints raised

- Actively participate in strategy, planning and organising work to optimise success criteria

- Defining and tracking NPS and other metrics that measure and define success for the entire customer support team

- Driving our in-house team of Doctor-Patient engagements and feedback.

Requirements:

- Minimum 8+ years of industry experience in customer support

- Prior experience in Healthcare is an added advantage

- Should have experience leading large CS teams (of 200+)

- You have a proven playbook with a track record of success in scaling Customer Support teams, maintaining SLAs, and being a key player in revenue growth by increasing customer retention and satisfaction

- Superior organisation, communication, interpersonal and leadership skills

- Must be a proven performer and team player that enjoy challenging assignments in a high-energy, fast growing and start-up workplace

- Comfortable working with Heavy Data (for Reports, Dashboards, Insights)

Women-friendly workplace:

Maternity and Paternity Benefits

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