Customer Support Leadership Role

MediBuddy; Bengaluru; Presencial; INR 1 800 000 - 3 200 000; Tempo integral

Resumo da oferta

MediBuddy is seeking an HOD of Customer Service to own end-to-end service for customers and partners, leading a 50-200 agent team across voice, chat, and email. You will ensure quality, responsiveness, and cost-to-serve, while modernising support with AI.

You will define the roadmap for AI-driven automation, work with Product and Engineering to integrate AI into CRM, and coach leaders to build a culture of empathy and accountability.

Qualificações

• 12+ years in customer service / contact centre operations.
• 5+ years leading large teams (50+ agents) at manager-of-managers level.
• Hands-on experience deploying or scaling AI / automation in support.
• Experience in healthcare, fintech, e-commerce, or another high-trust, high-volume business is a plus.
• Bachelor's degree required; MBA or equivalent is an advantage.

Responsabilidades

• Own day-to-day operations of a multi-channel contact centre (voice, chat, email, in-app).
• Drive workforce planning, scheduling, and capacity management to balance service levels against cost-to-serve.
• Lead process design and SOPs, removing friction and reducing avoidable contacts at root cause.
• Manage escalations and high-sensitivity cases with care, ownership, and cross-functional partners.
• Define and own a roadmap for automating customer service using voice bots, chatbots, and agent-assist tooling.
• Partner with Product and Engineering to design, build, and integrate conversational AI into CRM systems.
• Grow automation, containment, and deflection rates while protecting CSAT.
• Establish guardrails for safe, compliant AI in healthcare and monitor bot interactions.
• Measure bot performance and continuously retrain automated journeys.

Conhecimentos

People leadership

Operational excellence

AI in customer service

Multi-channel support

Stakeholder collaboration

Data-driven decisions

Formação académica

Bachelor's degree

MBA advantageous

Ferramentas

CRM platforms

Telephony systems

IVR / voice bots

Chatbots

Agent-assist tools

Descrição da oferta de emprego

HOD- Customer Service, you will own the end-to-end service experience for MediBuddy's customers and partners. You will lead a team of 50-200 agents and their managers across voice, chat, and email channels, and be accountable for service quality, responsiveness, cost-to-serve, and customer satisfaction. AI mandate. A defining part of this role is modernising how support works. You will be directly responsible for identifying, deploying, and continuously improving AI-based solutions - including voice bots, chatbots, and agent-assist tools - to automate routine interactions, deflect avoidable contacts, and free your team to handle the moments that matter most.

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Key Responsibilities

Service Operations & Delivery

• Own the day-to-day operations of a multi-channel contact centre (voice, chat, email, in-app), ensuring SLAs and quality standards are consistently met.
• Drive workforce planning, scheduling, and capacity management to balance service levels against cost-to-serve across peaks and seasonality.
• Lead process design and standard operating procedures, removing friction and reducing avoidable contacts at the root cause.
• Manage escalations and high-sensitivity cases (e.g., clinical, claims, or grievance issues) with care, ownership, and the right cross-functional partners.

AI-Led Automation & Transformation in CS

• Define and own a clear roadmap for automating customer service operations using voice bots, chatbots, and agent-assist / copilot tooling.
• Partner with Product and Engineering teams to design, build, and integrate conversational AI into existing channels and CRM systems.
• Grow automation, containment, and deflection rates while protecting (and ideally improving) customer satisfaction - automation should reduce effort, not empathy.
• Establish guardrails for safe, compliant, and accurate AI in a healthcare context, including escalation paths to human agents and continuous quality monitoring of bot interactions.
• Measure bot performance, mine conversation data for intents and gaps, and run a continuous-improvement loop to retrain and refine automated journeys.

People Leadership & Culture

• Build, hire, develop, and retain a high-performing team of managers, team leads, and agents; build a strong bench and clear career pathways.
• Foster a culture of empathy, ownership, and accountability where agents feel supported through change - especially as AI reshapes their day-to-day work.
• Lead coaching, performance management, and capability-building programmes, including reskilling agents toward higher-value and AI-supervision roles.
• Set clear goals and rituals (1:1s, reviews, recognition) that keep a 50-200 person team motivated and aligned.

Customer Experience & Stakeholder Management

• Champion the voice of the customer - surface insights from contacts and bot interactions to influence product, policy, and process across the company.
• Collaborate closely with Product, Operations, Clinical, Sales, and Partner teams to resolve systemic issues and improve the end-to-end journey.

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• Report on service performance, AI adoption, and ROI to senior leadership with clear metrics and a forward-looking narrative.

What Success Looks Like

• Customer Satisfaction: Improved CSAT / NPS and lower customer effort across channels.
• Responsiveness: SLA adherence, average handle and response times, first-contact resolution.
• Automation: Higher bot containment / deflection without CSAT decline; reduced cost-to-serve.
• Quality: Consistent QA scores for both human and AI-handled interactions.
• People: Strong engagement, retention, and internal promotions within the team.

Who You Are

Experience & Qualifications

• 12+ years of experience in customer service / contact centre operations, with 5+ years leading large teams (ideally 50+ agents) at a manager-of-managers level.
• Proven track record running multi-channel support operations and owning core service metrics (CSAT, SLA, FCR, cost-to-serve).
• Hands-on experience deploying or scaling AI / automation in support - conversational AI, IVR / voice bots, chatbots, or agent-assist tooling.
• Strong understanding of contact-centre technology and CRM platforms (e.g., telephony, ticketing, and conversational-AI stacks).
• Experience in healthcare, fintech, e-commerce, or another high-trust, high-volume consumer business is a strong plus.
• Bachelor's degree required; an MBA or equivalent is an advantage.

Skills & Attributes

• A genuine people leader - builds trust, develops talent, and leads teams through change with empathy.
• Deep operational instinct - comfortable with data, capacity models, and process design.
• Pragmatic about technology - excited by AI's potential, clear-eyed about its limits, and focused on customer outcomes.
• Strong communicator and cross-functional collaborator who can influence Product, Engineering, and senior leadership.
• Customer-obsessed, with sound judgement on sensitive, healthcare-related interactions.

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Why This Role Matters

This is a rare opportunity to lead service for a healthcare platform at national scale and to define how AI and people work together to support patients. You will not just run an operation - you will reshape it, building a model where automation handles the routine and your team is freed to deliver care, judgement, and empathy where it counts most.