Customer Service Lead

Ultipro; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Two way free transport

Job summary

GetixHealth is seeking a Customer Service Lead to manage day-to-day operations and guide the service team, ensuring high-quality interactions and prompt issue resolution. The role emphasizes people leadership, customer focus, and performance management with a channel to liaise with management.

The position requires 3+ years of international voice experience (1+ year in a lead role), night shifts, and the Bangalore location with embassy tech village access. Two-way transport is provided.

Qualifications

• Any Graduate / Postgraduate.
• Minimum 3 Years of International Voice experience is mandate.
• As team lead 1+ years exp is mandate.
• Night Shifts.
• Two way free transport.
• Work Location : Embassy tech village, Kadubeesanahalli, Bellandur, Bangalore

Responsibilities

• Lead the day-to-day customer service operations and guide the customer service team.
• Provide coaching and support to Customer Service Representatives and allocate workload.
• Ensure queries, requests, complaints, and escalations are handled promptly and effectively.
• Monitor KPIs such as CSAT, FCR, Response Time, and Average Handling Time and drive improvements.
• Coordinate with internal stakeholders and management; onboarding and training of new team members.
• Promote accountability, professionalism, teamwork, and ownership within the team.
• Identify recurring issues and drive preventive actions.
• Maintain a strong customer-first culture and ensure service standards are met.

Skills

People leadership

Customer focus

Operational discipline

Problem solving

Communication

Performance management

Education

Any Graduate / Postgraduate

Job description

About GetixHealth

GetixHealth supports hospitals, clinics, university medical centers, and other healthcare providers across the United States with comprehensive Revenue Cycle Management (RCM) solutions. The organization delivers customized services across the healthcare revenue cycle, including medical coding and billing, claims management, insurance eligibility verification, patient access services, Medicaid and Medicare support, and self-pay and bad debt collections. Through technology-enabled solutions and expert teams, GetixHealth helps healthcare providers improve operational efficiency and financial performance.

ROLE PURPOSE

The Customer Service Lead is responsible for leading day-to-day customer service operations, supporting and guiding the customer service team, ensuring high-quality customer interactions, resolving escalated customer issues, and driving continuous improvement in customer experience.

The role requires a strong combination of people leadership, customer focus, operational discipline, problem-solving, communication, and performance management. The Customer Service Lead will act as an important link between frontline customer service teams, internal stakeholders, and management.

KEY RESPONSIBILITIES

1. CUSTOMER EXPERIENCE & SERVICE DELIVERY

• Lead the delivery of consistent, professional, and customer-focused service.
• Ensure customer queries, requests, complaints, and escalations are handled promptly and effectively.
• Take ownership of complex or high-priority customer issues and ensure appropriate resolution.
• Identify recurring customer concerns and recommend preventive actions.
• Maintain a strong customer-first culture within the team.
• Ensure customer interactions meet established quality and service standards.
• Monitor customer feedback and identify opportunities to improve customer satisfaction.

2. TEAM LEADERSHIP & PEOPLE MANAGEMENT

• Provide day-to-day leadership, guidance, coaching, and support to Customer Service Representatives.
• Allocate work and monitor workload to ensure effective coverage and productivity.
• Conduct regular team huddles and communicate business priorities, process changes, and customer updates.
• Support onboarding and training of new team members.
• Coach employees on communication, customer handling, product/process knowledge, and problem resolution.
• Identify individual development needs and provide constructive feedback.
• Recognize strong performance and encourage a positive, collaborative team environment.
• Support performance improvement plans where required.
• Promote accountability, professionalism, teamwork, and ownership.

3. PERFORMANCE MANAGEMENT

• Monitor team and individual performance against agreed KPIs and service-level targets.
• Track key metrics such as:
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
  • Average Response Time
  • Average Handling Time (AHT), where applicable
  • Resolution Time
  • Complaint/Escalation Rate
  • Productivity
  • Quality Scores
  • Service-Level Achievement
• Prepare and communicate regular performance updates.
• Analyze performance trends and develop appropriate action plans.
• Work with team members to close performance gaps.

KEY PERFORMANCE INDICATORS

Success in this role will be measured through a combination of:

• Customer Satisfaction (CSAT)
• Service-Level Achievement
• Response and Resolution Times
• Customer Complaint Resolution
• Quality Assurance Scores
• Team Productivity
• Employee Performance and Development
• Process Improvement Contributions
• Compliance with Customer Service Procedures
• Stakeholder Satisfaction

Requirements

• Any Graduate / Postgraduate
• Prior experience in Team Lead - customer service, or healthcare support roles is preferred but not mandatory.
• Minimum 3 Years of International Voice experience is mandate, As team lead 1+ years exp is mandate
• Night Shifts
• Two way free transport
• Work Location : Embassy tech village, Kadubeesanahalli, Bellandur, Bangalore