Customer Support Specialist

Akidha; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Akidha is building a smarter, faster, and more human healthcare experience and is seeking customer-first individuals. You will handle queries across calls, chats, emails, and other channels with empathy, ownership, and speed.

Ideal candidates have 1-3 years in Customer Support/Success, strong English and Hindi communication, and comfort working in a fast-paced startup.

Qualifications

• Proficient in English and Hindi; additional regional languages a plus.
• Experience in customer support or success roles.
• Ability to handle customer interactions across calls, chats, emails, and other channels.

Responsibilities

• Handle customer queries across calls, chats, emails, and support channels, it is a blended process.
• Resolve customer grievances with empathy and ownership
• Ensure quick and effective issue resolution while maintaining high customer satisfaction
• Drive customer retention and build long-term customer relationships
• Coordinate with operations, delivery, and internal teams for escalations and resolutions
• Maintain accurate records of customer interactions and feedback
• Identify recurring issues and share actionable insights with internal teams
• Support customers through order-related, delivery-related, and product-related concerns
• Ensure adherence to SLAs and quality standards

Skills

English & Hindi fluency

Communication

Empathy

Multitasking

Customer-centric mindset

Problem-solving

Conflict resolution

Tools

CRM / ticketing tools

Job description

Akidha is building a smarter, faster, and more human healthcare experience. As we continue scaling rapidly, we are looking for customer-first individuals who can create delightful support experiences while solving customer concerns with empathy, ownership, and speed.

If you enjoy interacting with customers, solving problems, retaining users, and being part of a fast-paced startup environment wed love to meet you.

What Youll Do

• Handle customer queries across calls, chats, emails, and support channels, it is a blended process.
• Resolve customer grievances with empathy and ownership
• Ensure quick and effective issue resolution while maintaining high customer satisfaction
• Drive customer retention and build long-term customer relationships
• Coordinate with operations, delivery, and internal teams for escalations and resolutions
• Maintain accurate records of customer interactions and feedback
• Identify recurring issues and share actionable insights with internal teams
• Support customers through order-related, delivery-related, and product-related concerns
• Ensure adherence to SLAs and quality standards

What Were Looking For

• 1-3 years of experience in Customer Support / Customer Service / Customer Success
• Experience handling B2C customers is mandatory
• Prior experience in HealthTech, Healthcare, Pharmacy, E-commerce, or Consumer Tech is preferred
• Strong communication skills in English & Hindi (additional regional languages are a plus)
• Excellent problem-solving and conflict-resolution skills
• Strong empathy, patience, and customer-centric mindset
• Ability to multitask and work in a fast-paced startup environment
• Familiarity with CRM or ticketing tools is preferred

Bonus If You Have

• Experience in customer retention or loyalty programs
• Experience handling escalations and dissatisfied customers
• Startup experience
• Understanding of healthcare or medicine delivery operations

Why Join Akidha?

• Opportunity to build and scale with a fast-growing HealthTech startup
• High ownership and learning opportunities
• Collaborative and people-first work culture
• Dynamic startup environment with real impact