Clinikally

3 weeks ago

Training & Quality Manager - Customer support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Lead and develop a team of Customer Service Associates to deliver high-quality support and hit strict SLAs. Own operational day-to-day execution, manage rosters, and drive retention strategies. Onboard new hires with deep product training around cosmetic and medical-grade launches, and ensure process consistency. Drive CSAT through clinical empathy and personally handle complex customer queries, while sharing insights with product and supply chain teams to improve the patient experience.

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Oversee a team of Customer Service Associates, including team discipline, roster management, and retention strategies.
•Manage day-to-day customer support operations to ensure timely, accurate responses and SLA compliance.
•Lead onboarding and ongoing training for new team members, including deep dives into cosmetic and medical-grade product launches.
•Drive CSAT by fostering clinical empathy and resolving complex queries for specialized portfolios.
•Act as a feedback loop between frontline teams and senior management, sharing insights with product and supply chain teams to improve patient experience.

Pay and Benefits

Salary: INR 1,000,000 - 1,100,000

Key Requirements

•6 to 8 years of experience leading customer success or support operations in a high-growth environment.
•Strong interpersonal and communication skills to manage stakeholders across different levels.
•Ability to manage complex user support issues and see them through to resolution.
•Experience providing training and coaching to improve team performance and productivity.
•Ability to adapt quickly in a fast-changing health-tech and teledermatology environment.

Experience:6-8 yearsHealth-techTeledermatologyCustomer supportCustomer success

Skills:CommunicationLeadershipStakeholder managementCoachingOwnership

Eligibility

Nationality:US National

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Clinikally

Clinikally is a digital health platform that connects patients with clinical trials and healthcare providers, offering patient recruitment, remote monitoring, and teleconsultation tools to support researchers, clinics, and trial coordinators.

Industry: Clinical Research

Website

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Clinikally

3 weeks ago

Training & Quality Manager - Customer support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Oversee a team of Customer Service Associates, including team discipline, roster management, and retention strategies.
•Manage day-to-day customer support operations to ensure timely, accurate responses and SLA compliance.
•Lead onboarding and ongoing training for new team members, including deep dives into cosmetic and medical-grade product launches.
•Drive CSAT by fostering clinical empathy and resolving complex queries for specialized portfolios.
•Act as a feedback loop between frontline teams and senior management, sharing insights with product and supply chain teams to improve patient experience.

Pay and Benefits

Salary: INR 1,000,000 - 1,100,000

Key Requirements

•6 to 8 years of experience leading customer success or support operations in a high-growth environment.
•Strong interpersonal and communication skills to manage stakeholders across different levels.
•Ability to manage complex user support issues and see them through to resolution.
•Experience providing training and coaching to improve team performance and productivity.
•Ability to adapt quickly in a fast-changing health-tech and teledermatology environment.

Experience:6-8 yearsHealth-techTeledermatologyCustomer supportCustomer success

Skills:CommunicationLeadershipStakeholder managementCoachingOwnership

Eligibility

Nationality:US National

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Clinikally

Industry: Clinical Research

Website