Customer Service Lead

Getixhealth-India; Karnataka; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Two way free transport

Job summary

GetixHealth in Bengaluru is seeking a Customer Service Lead to drive day-to-day operations and guide a high-performing service team at the Embassy Tech Village location in Kadubeesanahalli, Bellandur, Bangalore. You will ensure high-quality interactions, resolve escalations, and partner with internal stakeholders to continuously improve the customer experience.

The role requires strong people leadership, a customer-first mindset, and experience in international voice support.

Qualifications

• Bachelor's degree or higher.
• Experience as Team Lead in customer service or healthcare support is preferred.
• Minimum 3 years of international voice experience; Team lead 1+ year required.

Responsibilities

• Lead day-to-day customer service operations and guide the team.
• Ensure timely handling of queries, requests, complaints, and escalations.
• Own complex issues and drive resolution with stakeholders.
• Monitor KPIs and drive continuous improvement in CSAT, FCR, and SLA.
• Coach team members on communication, product/process knowledge, and performance.

Skills

People leadership

Customer service

Healthcare support

International voice experience

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