Customer Support Manager

MediBuddy; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Health benefits

Competitive compensation

Job summary

MediBuddy is seeking an experienced Customer Support Operations leader to scale our service delivery across healthcare verticals, including Tele-consults, AHC, Medicines, Claims, and Labs. You will manage large teams, drive SLA and CSAT targets, and spearhead AI-led automation to reduce live-agent interactions.

Responsibilities include optimizing multichannel support, mentoring managers, handling vendor ecosystems, and delivering regular business reviews with internal and external stakeholders.

Qualifications

• Bachelor's degree in Business Administration, Operations, Healthcare Management or related fields.
• MBA preferred for senior leadership roles.
• 8–12 years of core operational experience in Customer Support/Operations with 3–5 years in a managerial role.

Responsibilities

• Lead day-to-day customer support operations across multiple channels (phone, chat, email, ticketing).
• Drive metrics: FCR, AHT, AWT, CSAT/NPS, SLA compliance.
• Oversee QA, vendor management, and WBR/MBR with stakeholders.
• Scale AI-driven automation (Chatbot/Voicebot) and improve bot containment.
• Collaborate with Product/Engineering to identify process bottlenecks and automate workflows.

Skills

Data analysis

Leadership

Operational excellence

AI automation

Stakeholder management

Communication

Education

Bachelor's degree in Business Administration/Operations/Healthcare Management

MBA preferred

Tools

Salesforce

Freshdesk

Zendesk

Genesys

Ameyo

Job description

We are seeking an experienced, analytical, and execution-focused Customer Support Operations incumbent to lead and scale our customer service operations. In this role, you will be responsible for driving operational excellence, managing large-scale service delivery across healthcare verticals (Tele-consults, AHC, Medicine, Claims, Labs, etc.), maintaining stringent SLA/FCR benchmarks, driving AI-led customer support automation (Chatbot & Voicebot), and elevating overall customer satisfaction (CSAT/NPS).

You will lead cross-functional teams, manage vendor/partner ecosystems, and optimize day-to-day operations to ensure high-quality, tech-enabled service across all omnichannel support touchpoints.

Key Responsibilities:

1. Operations Management & Service Delivery -

Lead day-to-day customer support operations to ensure seamless handling of customer inquiries, escalations, and grievances across phone, chat, email, and ticketing channels.

Drive key operational metrics including First Contact Resolution (FCR), AHT, AWT, CSAT/NPS, and SLA compliance across all service lines.

Monitor service-level performance and analyze underlying root causes for Non-FCR (NFCR) cases to implement permanent process fixes.

Lead, mentor, and build high-performing teams of assistant managers, team leads, and support specialists across shifts.

Drive operational efficiency, workload management, continuous training, and career progression frameworks for the team.

Foster a customer-first culture focused on empathy, quality resolution, and rapid escalation turnaround.

3. Process Optimization, QA & Automation -

Partner with Product, Engineering, and Analytics teams to identify process bottlenecks, automate repetitive customer workflows, and retrain NLU models based on emerging query patterns.

Leverage customer support tools, ticketing systems, and AI/bot capabilities to drive self-serve resolutions and reduce overall call volumes.

Implement robust Quality Assurance (QA) and audit frameworks to ensure high compliance with medical standards, conversational AI quality, and operational SLAs.

Manage third-party call center vendors (BPOs) and partner networks to maintain capacity planning, workforce management (WFM), and quality standards.

Conduct weekly and monthly business reviews (WBR/MBR) with internal stakeholders and external partners.

5. Stakeholder Collaboration & Escalation Management -

Act as the primary point of escalation for critical operational issues across corporate clients, retail users, and service providers (Hospitals, Labs, Pharmacies).

Collaborate closely with Account Management, Corporate Sales, Medical Operations, and Claims teams to resolve complex customer issues.

Drive AI Automation & Self-Service: Oversee and scale the operational performance of MediBuddy’s Conversational AI platforms, including Chatbots (e.g., MIA) and Voicebots.

Improve Bot Containment: Analyze interaction logs, drop-off points, and intent failures to maximize automated query containment (aiming for 30%+ containment) and minimize unnecessary live-agent transfers.

Voicebot Operations: Operationalize natural language AI Voicebots for automated inbound status tracking (Medicine delivery, Lab booking confirmation, AHC reminders) and outbound customer follow-ups.

Bot-to-Human Escalation & Agent Assist: Design seamless fallback and transfer protocols from AI bots to live support executives, and deploy GenAI / Agent-Assist tools to provide agents with automated chat summaries and suggested responses.

Qualification:

Education

Education: Bachelor's degree in Business Administration, Operations, Healthcare Management, or related fields (MBA preferred).

Experience: 8-12 years of core operational experience in Customer Support / Customer Operations, with at least 3-5 years in a managerial leadership role.

Industry & Automation Background: Prior experience in HealthTech, FinTech, E-commerce, Hyperlocal Services, or large-scale BPO setups managing high-volume operations with exposure to AI Chatbot, Voicebot, or IVR automation frameworks.

Data-Driven Approach: Strong proficiency in data analysis (Excel/Google Sheets, SQL, BI dashboards) to track trends, calculate weightages, and build operational reports.

Tool Proficiency: Hands-on experience with modern CRM platforms (Salesforce, Freshdesk, Zendesk, Genesys, Ameyo) and conversational AI/bot engine workflows (Yellow.ai, Gupshup, or custom LLM platforms).

Communication & Leadership: Exceptional written and verbal communication skills; proven track record of managing multi-tiered teams (50+ headcount).

Location-Specific Mandates

Indore Opening (1 Position): Should be open to travel to Bangalore Head office as per regular business reviews

Bangalore Opening (1 Position): Should be open to travel to Indore branch office for regular business reviews and team handling

What We Offer

• Opportunity to lead critical, tech-driven operations at India's leading digital healthcare company.
• High-impact leadership role with autonomy to drive key operational and AI automation decisions.
• Competitive compensation package and health/wellness benefits.