head customer support in pune

posted
contact
randstad india
position type
permanent
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posted
location
pune, maharashtra
function
Insurance
position type
permanent
experience
6-13
reference number
60114
contact
randstad india

job description

head customer support in pune

It the first insurance broker that provides unlimited access to an in-house Medical Team. We're proud to serve 100+ companies like Garware Fibres, mSwipe, Weikfield Foods and more and their 25,000+ employees for their insurance and healthcare needs. We are backed by global investors like Sierra Ventures (investors of MakeMyTrip), SOMA Ventures, and angels investors from WeWork, Twitch, and Google Ventures.

Looking for a Head of Customer Support who can take a leadership role on our growing support team to offer an amazing healthcare & insurance experience to our 32,000+ members. We want an energetic and enthusiastic problem-solver who's excited to serve patients in a new model for healthcare and insurance delivery.

Role and Responsibilities

The Head of Customer Support plays a foundational role in establishing the systems, processes and people that will form the backbone of customer support experience. In this role you will be responsible for creating and managing the organization that enables provide a world-class 24x7, customer support and insurance claims experience to our rapidly expanding user-base, during a time of hyper company growth. This position requires proven track record in building out systems which provide a best in class customer experience as well as ability to conceptualize a unified healthcare and insurance support experience.

This is a key leadership role within our Operations organization and will report directly to the COO. In addition, this role will partner very closely with our Product team.

In this role, you will:

Ensure a best-in-class customer support and claims experience and being the responsible owner of key support metrics like CSAT, TTFR, and more.
Partner with COO, Head of Product, and Operations Lead to define use cases and requirements for a broad customer support platform including our 24/7 Claims Helpdesk, Technical Support, and more.
Select and architect an optimal technology stack for customer support, including components such as ticketing systems, knowledge base, contact center technology, etc.
Recruit, develop and retain a high-performing team of customer support executives and build a hiring pipeline for the same.

Requirements

6+ years experience leading Support Teams preferably at a venture-backed or rapid-growth technology company
Strong collaborative nature and experience working in multifunctional teams
Exceptional communication skills and the ability to translate technical topics to a non-technical audience
Proven management experience in supporting systems that run contact center operations, customer service/technical support for customer facing digital services
Excellent track record of project/program management involving operational processes
Experience developing and implementing new strategies, procedures, and standardization
Experience identifying, baselining, and tracking KPIs
Strong analytical and problem-solving skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Ability to prioritize tasks and to delegate them when appropriate
Ability to function well in a high-paced, dynamic and high growth environment

 

skills

customer support

qualification

MBA/PGDM