Manager - Customer Support

Visit Health

Customer Support Manager (Voice Process)

FULL-TIME Bengaluru

About us

Visit Health is changing the face of employee health and wellness in India. 1 mn+ users across 200+ large Indian conglomerates to new age start ups trust Visit as their Health and Wellness Partner, catering to the missing and unexplored Wellness Primary Healthcare needs.

Traditionally, the term Employee Health Benefits was synonymous with insurance / hospitalisation benefits only; ie, Secondary Care. Whereas today, 90% of individual healthcare and wellness related expenses in India are out of pocket on Primary Care; be it Mental Wellness, Fitness, Nutrition, Diagnostics, Medicines, and most of all, regular doctor appointments. The Covid-19 Pandemic has not only caused such expenses to increase multi fold, but also created a need for accessible systems.

In a professional setting, such offerings are either lacking, or provided in an ad hoc, broken manner through various individual platforms. As a result, the experience for an employee is disconnected, with limited utilisation and engagement.

This is where Visit Health comes in - a one stop solution for all employee health benefits needs. We help Companies build a Customized Wellness solution focused on Primary Care aspects such as Fitness, Mental Health, Doctor Teleconsultation, OPD programs, etc. for employees and their families, thereby reducing out of pocket expenses and creating healthier workforces. We have stitched up the broken pieces of employee health benefits in India to make one streamlined platform while increasing employee engagement through gamification.

Visit Health has raised in total of $9million and is backed by renowned investors such as PolicyBazaar, Twitter Co-founder Biz Stone and Kunal Bahl of Snapdeal.

Don't just take take our word. Check us out @ https://vsyt.me/o/app

We are looking for a Customer Support Manager to join our high energy team

You will have a direct impact on the Customer Support framework. You'll lead a high-energy team that's scaling across all functions. Pushing high quality Customer Support & Team Management while also balancing the pros/cons of speed/quality will be critical.

As part of your day-to-day work, you will

 Team Leadership: Lead and supervise a team of customer support agents,

providing guidance and support to ensure high-quality service delivery.

 Performance Monitoring: Monitor and evaluate team performance, track key

metrics, and implement strategies to meet and exceed performance targets.

 Training and Development: Conduct training sessions for new and existing

team members, focusing on product knowledge, communication skills, and

customer service best practices.

 Issue Resolution: Assist team members in resolving escalated customer issues

and provide support in challenging situations.

 Quality Assurance: Implement quality assurance measures to ensure

adherence to company standards and enhance customer satisfaction.

 Reporting: Generate and analyze reports to assess team performance and

identify areas for improvement.

 Collaboration: Work closely with other departments to address customer

concerns, share feedback, and contribute to process improvements.

 Customer Engagement: Foster a customer-centric culture within the team,

emphasizing the importance of customer satisfaction and retention.

 Adherence to Policies: Ensure team compliance with company policies,

procedures, and ethical standards.

 Continuous Improvement: Proactively identify opportunities for process

optimization and contribute to the continuous improvement of customer

support operations.

Must Haves

 Previous experience in a customer support leadership role.

 Preferably Outbound Experience / sales

 Strong communication and interpersonal skills.

 Ability to analyse data and make data-driven decisions.

 Familiarity with voice process operations.

 Knowledge of customer service best practices.

 Problem-solving and conflict resolution skills.

 Flexibility to work in a dynamic and fast-paced environment.

Salary Range  7 to 9 LPA - Depends on current skillset and comfort with various technologies/frameworks/languages that you have worked on in the past,