About the Job
Key Responsibilities:1. Customer Support Operations
1. Oversee daily performance of the customer support team to ensure timely responses across all communication channels.
2. Develop and implement performance tracking and quality-assurance mechanisms.
3. Ensure coordination and communication between shifts for uninterrupted operations.
4. Conduct ongoing training, feedback sessions, and performance reviews.
5. Maintain updated operational protocols aligned with organizational goals.
6. Manage team rosters and administrative requirements.
7. Address escalations and provide timely resolution support to users and team members.
2. Doctor Consultations & Coordination
1. Monitor and follow up on consultation workflows to ensure prescriptions and follow-up messages are shared promptly.
2. Track and resolve pending consultations in collaboration with doctors and the technical team.
3. Identify process gaps and recommend improvements to enhance patient experience and efficiency.
3. Revenue & Growth Operations
1. Support the coordination and conversion of diagnostic test and health plan bookings from inquiry to completion.
2. Manage follow-ups, scheduling, and coordination between patients, doctors, and nutritionists.
3. Track and record referral activities, conversions, and key operational metrics.
4. Implement initiatives to improve user retention, conversion rates, and satisfaction.
4. Quality Control & Escalation Management
1. Monitor patient interactions to ensure adherence to company quality standards.
2. Identify and escalate service gaps, delays, or user grievances promptly.
3. Coordinate with internal teams to address escalations related to adherence or recovery follow-ups.
4. Conduct periodic audits of conversations and provide feedback to teams for improvement.
5. Ensure compliance with company protocols, empathy in communication, and consistency in user experience.
Number of Openings
1 openingsSkills
MS-Office, MS-Excel, English Proficiency (Spoken), English Proficiency (Written)
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