Customer Support Manager

Alliance Recruitment Agency; Nelamangala; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Alliance Recruitment Agency is seeking a senior head of customer support and operations to lead an India-based team while coordinating with Gulf-region labs. The role emphasizes cross-border operations, multichannel support, and continuous process improvement.

You will drive CSAT improvements, ensure SLA adherence, and manage CRM-driven dashboards to monitor KPIs across diverse teams and regions.

Qualifications

• Degree in Business Administration, Healthcare Management, or related field.
• 8+ years in customer service and operations, preferably in healthcare.
• Experience managing cross-border and multicultural teams.
• Proficient in multichannel support (email, chat, phone, WhatsApp).
• Experience CSAT improvement, SLA adherence, and feedback loops.
• Familiar with CRM systems like Zendesk, Freshdesk, Salesforce.
• Knowledge of healthcare compliance (Gulf experience is a plus).

Responsibilities

• Lead and manage the customer support team to ensure efficient resolution of inquiries, complaints, and service requests.
• Develop and implement SOPs and service strategies to elevate patient satisfaction and loyalty.
• Coordinate with Gulf-region lab teams to ensure smooth communication and timely resolution.
• Deploy and manage CRM tools and dashboards to monitor key performance indicators.
• Train the support team in empathy-driven communication and cross-cultural sensitivity.
• Streamline workflows across India HQ and Gulf labs including logistics, reporting, and coordination.
• Monitor Turnaround Time (TAT), logistics, inventory, and vendor performance.
• Act as a liaison between support, lab operations, tech teams, and clients.
• Analyze service data to identify gaps and drive continuous improvement.
• Ensure adherence to healthcare compliance and data protection regulations.

Skills

Customer service

Operations management

Cross-border operations

Multichannel support

CSAT improvement

Team leadership

Education

Bachelor’s or Master’s degree in Business Administration or Healthcare Management

Tools

Zendesk

Freshdesk

Salesforce

Job description

Key Responsibilities:

• Lead and manage the customer support team to ensure efficient resolution of inquiries, complaints, and service requests.
• Develop and implement SOPs and service strategies to elevate patient satisfaction and loyalty.
• Coordinate with Gulf-region lab teams to ensure smooth communication and timely resolution.
• Deploy and manage CRM tools and dashboards to monitor key performance indicators.
• Train the support team in empathy-driven communication and cross-cultural sensitivity.
• Streamline workflows across India HQ and Gulf labs including logistics, reporting, and coordination.
• Monitor Turnaround Time (TAT), logistics, inventory, and vendor performance.
• Act as a liaison between support, lab operations, tech teams, and clients.
• Analyze service data to identify gaps and drive continuous improvement.
• Ensure adherence to healthcare compliance and data protection regulations.

Qualifications & Skills:

• Bachelor’s or Master’s degree in Business Administration, Healthcare Management, or relevant field.
• 8+ years’ experience in customer service and operations, preferably in healthcare or diagnostics.
• Demonstrated experience managing cross-border operations and multicultural teams.
• Proficient in handling multichannel support: email, chat, phone, WhatsApp.
• Expertise in CSAT improvement, SLA adherence, and feedback loop management.
• Experience with CRM systems and workflow automation tools like Zendesk, Freshdesk, or Salesforce.
• Understanding of healthcare compliance and protocols (Gulf experience is a plus).