Job Description

Reports To:

Co-Founder

Role Overview:

We are looking for a Support Manager who will lead our customer support operations through Freshdesk (tickets & chat) and manage a team of support specialists. This role requires a customer-first mindset, excellent communication skills, and the ability to coordinate between clients and internal teams (Sales, Yoga, Physiotherapy, Nutrition, and Customer Success). The Support Manager will be the voice of our customers inside team, ensuring timely resolution of issues and continuous improvement of support processes.

Key Responsibilities:

Customer Support Operations:

Oversee daily support activities via Freshdesk tickets and chat. Ensure SLAs are met with timely and accurate resolution of customer issues. Manage and track escalations, ensuring proactive follow-up until closure.

Team Management:

Lead, coach, and develop a small team of support specialists. Monitor performance metrics (response time, resolution time, CSAT, NPS). Conduct regular training sessions to upskill the team in product knowledge and customer handling.

Cross-Functional Collaboration:

Act as the key communication bridge between customers and internal teams (Sales, Yoga, Physio, Nutrition, Customer Success). Share customer insights and recurring issues with Product, Operations, and other teams. Work closely with Sales/Customer Success to ensure smooth onboarding and ongoing engagement.

Process & Continuous Improvement:

Optimize Freshdesk workflows, macros, and automation for efficiency. Document FAQs and build a self-service knowledge base for customers. Identify support trends and recommend solutions to reduce recurring issues.

Requirements:

4+ years of experience in customer support, with at least 1-2 years in a team lead or manager role. Hands-on experience with Freshdesk (or similar ticketing systems). Strong communication skills (written and verbal) in English; knowledge of regional languages is a plus. Empathy-driven approach with the ability to handle sensitive health-related customer conversations. Experience collaborating with multiple departments to resolve customer issues. Analytical mindset with ability to interpret support metrics and improve processes.

What We Offer:

Opportunity to be part of a fast-growing health-tech company improving lives. Collaborative work culture with exposure to Sales, Operations, and Clinical teams. Growth path into senior leadership roles within Customer Success & Operations. Competitive compensation with performance-based incentives.
Job Type: Full-time

Pay: ₹35,000.00 - ₹45,000.00 per month

Experience:

Healthcare management: 4 years (Preferred)
Work Location: In person

Speak with the employer

+91 7021355526