Customer Support Manager

Location: Yelahanka, Bangalore
Industry: Healthcare / Diagnostics
Experience: 8+ years (including managerial experience in customer support/operations)

We are seeking a highly capable and strategic Customer Support Manager to lead our support operations and drive exceptional service delivery across regions. This role requires a balance of leadership, process optimization, and hands-on team management, with a special focus on operations linked to GCC-based laboratories.

• 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.

• 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).