Customer Service Manager

Responsibilities:

• Manage and grow Pharmarun’s customer support function, setting SLAs and support protocols.
• Lead, coach, and evaluate support agents to ensure high performance and empathy in every interaction.
• Design and maintain customer service SOPs, FAQs, scripts, and response flows.
• Oversee support KPIs: resolution time, CSAT, NPS, complaint rate, and feedback-to-action loop.
• Analyse support tickets and feedback to identify product or process pain points and collaborate with product/ops teams to address them.
• Ensure seamless integration across channels (WhatsApp, phone, email, chat).
• Handle escalated complaints and high-impact incidents.
• Recommend tools and process improvements for better service delivery and tracking.

Requirements:

• 3–5 years of experience in customer support, service operations, or contact centre leadership roles.
• Proven track record of managing teams and delivering high CSAT/NPS.
• Experience in healthtech, e-commerce, or pharmacy-related customer service is preferred.
• Familiarity with CRM and support ticketing systems (e.g., Zendesk, Freshdesk, Intercom).
• Excellent communication, crisis management, and people leadership skills.
• A passion for customer care and Pharmarun’s mission.

What We Offer

• Lead customer happiness and operational excellence in a growing healthtech company.
• Autonomy to shape service culture, metrics, and systems.
• A mission-driven, collaborative team environment.
• Competitive pay and leadership development.