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Providing updates and reports to internal\nstakeholders about patient status, grievances and outcomes.\n\nKey Responsibilities:\n Manage and mentor team of customer support agents\nSet the strategy for the development of the agents, staying abreast of new practices and\ntechnologies, ensuring that we gain and maintain recognition for the quality of customer service\nBe responsible for the end to end post sales management (except coach consultations) and\nassociated customer experience, supporting cross company initiatives to drive improvements,\nimprove efficiency and reduce complaints.\nBe responsible for the recruitment, training, induction and coaching of manpower in the CM team\nHandle customer escalations and achieve the customer retention targets\nReview and organize all support center roles, shift-timings etc.\nEnsure that all the resources are fully utilized and all the requirements are effectively covered.\nApplying best practice, develop continuous improvement plans and make recommendations based\nupon the employee and customer insight\nEnhance the quality of customer interactions, ensuring quality assurance and compliance\nobligations are met across all interactions\n\nDesired Candidate Profile:\n Minimum 2 years’ experience as Lead-Customer Support\n Post Graduate/Graduate\n Excellent communication skills\n Approachable and empathetic\n Team handling experience skills\nJob Location: Turbhe\nWork Timings: Weekly (10Am-7pm)","description_format":"text","description_chars":1597,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":true,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-03T02:34:27Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long 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