Head Customer Support

2 days ago

Coimbatore, Tamil Nadu, India iCliniq Full time ₹ 6,00,000 - ₹ 9,00,000 per year

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.

  • Head of Customer Success

    1 week ago

    Coimbatore, Tamil Nadu, India Kovai Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    is a catalyst, sparking a revolution in the world of enterprise software and B2B SaaS, we are a technology powerhouse delivering best-in-class enterprise software and game-changing SaaS solutions across industries.At , we're rewriting the B2B landscape by empowering over 2,500 businesses worldwide with our award-winning SaaS solutions. Our...

  • IT Support Engineer

    2 weeks ago

    Coimbatore, Tamil Nadu, India MEF Tech Support Private Limited Full time ₹ 24,00,000 - ₹ 36,00,000 per year

    Job Summary:We are looking for a skilled and proactive IT Support Engineer with 4 years of hands-on experience in troubleshooting, maintaining IT infrastructure, and providing technical support to end users. The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a customer-oriented mindset to ensure smooth IT...

  • Customer Support Executive

    2 weeks ago

    Coimbatore, Tamil Nadu, India sarainfotech Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time on-site role for a Customer Support Executive, located in Coimbatore. The Customer Support Executive will be responsible for answering customer queries, providing online support, ensuring customer satisfaction, and delivering exceptional customer service. This role...

  • Customer Support Executive

    1 week ago

    Coimbatore, Tamil Nadu, India Talentien Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Role: Customer Support Executive/ Process AssociateTalentien Global Solutions is hiring an on-site Customer Support Executive in India to join our frontline support team—handling inbound customer inquiries across email, and chat while owning timely resolution and escalation workflows.Role & ResponsibilitiesHandle inbound customer inquiries via email, and...

  • SaaS Customer Support

    5 days ago

    Coimbatore, Tamil Nadu, India RunLoyal: Pet Software Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    Job Title:SaaS Customer Support (US phone support mandatory)Company:RunLoyalLocation:India,CoimbatoreType:Full-timeAbout RunLoyalRunLoyal is a leading SaaS platform revolutionizing the pet care industry, empowering pet businesses to streamline operations, increase revenue, and deliver world-class customer experiences. We are passionate about building...

  • Customer Support Representative

    2 days ago

    Coimbatore, Tamil Nadu, India Nigaran Green Energy Solutions Full time ₹ 2,40,000 - ₹ 3,60,000 per year

    Customer Support Representative – Solar ProjectsLocation: CoimbatoreDepartment: Customer ServiceEmployment Type: Full-TimeAbout UsNigaran Green Energy Solutions is a leading solar energy solutions provider committed to delivering sustainable and cost-effective solar power to residential, commercial, and industrial customers. Our team is dedicated to...

  • Customer Support Executive

    5 days ago

    Coimbatore, Tamil Nadu, India Nigaran Green Energy Solutions Full time ₹ 3,50,000 - ₹ 6,50,000 per year

    Job SummaryWe are looking for a proactive and service-oriented Customer Support Representative to join our team. You will be the primary point of contact for customers who have inquiries about our solar projects before, during, and after installation. The ideal candidate will help ensure customers have a seamless experience and are satisfied with our...

  • Customer Support Malayalam

    1 week ago

    Coimbatore, Tamil Nadu, India Adam&Eve Inc Full time ₹ 1,50,000 - ₹ 1,80,000 per year

    Job Title: Customer Support Executive – Domestic Voice Process*ONLY MALAYALAM / TELUGU SPEAKING CANDIDATES - FEMALES*Location: Coimbatore (On-site)Job Type: Full-TimeExperience: 0–2 yearsShift: Day ShiftABOUT THE COMPANYAdam & Eve Inc is a Coimbatore-based company offering customer support, data entry, and RCM services.They specialize in global IT...

  • Customer Support Executive

    1 week ago

    Coimbatore, Tamil Nadu, India Prominance - uPVC Window Systems Full time ₹ 3,00,000 - ₹ 4,00,000 per year

    Job description:Customer Support ExecutiveWe're looking for a Customer Support Executive to join our team in Coimbatore If you're passionate about helping people and have excellent communication skills in both English and Hindi, we want to hear from you.As a Customer Support Executive, you'll be the primary point of contact for our customers, providing...

  • Customer Support Executive

    1 week ago

    Coimbatore, Tamil Nadu, India Talzin Hiretech LLP Full time ₹ 1,68,000 per year

    Job Description – Customer Support ExecutiveLocation: CoimbatoreExperience: 0–1 year (Freshers preferred)Work Mode: Work From HomePreference: Male candidates onlyAbout the RoleWe are looking for enthusiastic and dedicated Customer Support Executives to join our team. The ideal candidate should have good communication skills, basic computer knowledge, and...