Head Customer Support

2 weeks ago

Chennai, India iCliniq Full time

Role Overview We are looking for an experienced Head of Customer Support to lead and scale our customer support, customer success, and doctor-patient relationship operations. The ideal candidate will have strong expertise in customer relationship management, service excellence, and support automation using AI tools. Experience in telemedicine or healthcare service operations is highly preferred. This role will be responsible for shaping the support strategy, driving operational efficiency, enhancing user satisfaction, and building a world-class support team for both patients and doctors who use the iCliniq platform. Key Responsibilities Leadership & Strategy Lead the customer support and customer success teams, ensuring high performance and continuous improvement. Develop and execute support strategies aligned with company goals. Establish SOPs, SLAs, KPIs, and quality standards for all support functions. Customer Support & Success Oversee end-to-end support operations for patients and doctors. Improve user satisfaction, retention, and resolution time across all channels (email, chat, phone, app). Manage escalations and ensure timely, accurate resolution. Build strong relationships with key doctors and users to enhance trust and platform loyalty. Telemedicine & Relationship Management Ensure smooth communication between patients and doctors on the platform. Understand telemedicine workflows, compliance requirements, and patient-care expectations. Identify and rectify friction points across the digital consultation lifecycle. AI-Driven Support Automation Lead initiatives to automate support processes using AI tools and conversational systems. Implement chatbot flows, automated triaging, and smart self-service solutions. Collaborate with tech teams to integrate AI interventions into support workflows. Team Management Hire, mentor, train, and manage support executives and team leads. Conduct performance evaluations and create growth plans. Foster a customer-centric, empathetic, and data-driven culture. Cross-Functional Collaboration Work closely with product, engineering, marketing, and medical teams to relay user insights. Champion customer feedback in product roadmap decisions. Required Qualification Minimum 3 years in a managerial or leadership role. Experience in telemedicine, healthcare operations, or doctor-patient relationship management (preferred). Strong understanding of CRM systems, ticketing tools, and analytics. Experience implementing AI-based automation or support technologies. Exceptional communication, conflict resolution, and stakeholder-management skills. Ability to work with cross-functional teams in a fast-paced environment. Preferred Skills Familiarity with HIPAA or healthcare privacy norms. Experience with chatbot platforms, LLM-based assistants, or AI workflow automation. Exposure to international customer support operations. Data-driven decision-making and strong analytical capabilities. Salary: Rs.6,00,000/- to Rs.9,00,000/- per annum.

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