Customer Support Lead

As a Customer Support Lead in the Healthcare AI industry located in Hyderabad with a salary of CTC 10-12 LPA, your role involves taking charge of support operations. Your responsibilities include developing training materials, onboarding Telli Callers, handling complex customer interactions, improving support strategies, collaborating with cross-functional teams, and managing a team of 3 Teli Callers. - Develop & Deliver Training: Prepare, update, and implement customer support training materials for onboarding and upskilling Telli Callers. - Creating Training Material: Understand Raiqa Health product and its applications, develop Operating Procedures, Product SOPs, and FAQ. - Onboarding & Coaching: Guide new support team members to ensure understanding of company processes and product knowledge. - Complex Issue Handling: Manage and resolve challenging customer interactions with professionalism and efficiency. - Support Optimization: Continuously improve customer support strategies to enhance user experience. - Cross-Functional Collaboration: Work closely with product and operations teams to stay updated on changes and enhancements. - Lead and Manage a team of 3 Teli Callers: Provide guidance, mentorship, and performance feedback. Qualifications Required: - Excellent English communication skills (both written and spoken). - 3 to 5 years of proven experience in customer support leadership roles. - Strong product knowledge and effective training abilities. - Familiarity with foreign slang for smooth communication with international customers. - Exceptional problem-solving skills and attention to detail. - Experience in developing training materials and processes. - Ability to work in a fast-paced environment, prioritize effectively, and handle early morning shifts from 4 AM (IST) starting from May. - Prior experience in customer support or operations, preferably in the healthcare industry.,