Practo - Head - Customer Support

About Practo - www.practo.com:
What if, instead of a job, you had a mission? A mission to create the future of healthcare alongside a team of brilliant, passionate people, on a canvas that touches billions of consumers around the world? It's what we do at Practo. Practo is made up of people from diverse backgrounds, united by our mission to help people around the world live healthier, longer lives by simplifying ways to be healthy. Our culture revolves around first principles thinking that leads to daring ideas and we have the freedom and opportunity to turn these ideas into reality. We are dedicated to improving healthcare access for everyone and leaving the world better than we found it. Practo is at the intersection of health and technology. We build products and solutions that impact one of humanity's most personal aspects - health.
Designation: Head Customer Support:
As the Head of Customer Support at Practo Technologies, you will be responsible for leading and managing our customer support department to ensure exceptional service delivery and customer satisfaction. You will develop and implement support strategies that enhance customer experience and drive process improvements. Your role will involve overseeing a team of support professionals, managing customer interactions across various channels, and fostering a customer-centric culture within the organization. You will collaborate closely with other departments to align support initiatives with overall business objectives. You will also lead AI and automation initiatives to make customer support more efficient.

Roles & Responsibilities:
- Lead and mentor the customer support team to achieve service excellence and professional growth.
- Develop and implement customer support policies, procedures, and best practices.
- Analyze customer feedback and support metrics to drive improvements in service quality and efficiency.
- Establish and manage key performance indicators (KPIs) for the customer support team.
- Collaborate with product and engineering teams to communicate customer needs and feedback effectively.
- Implement training programs to enhance team skills and product knowledge.
- Ensure that the customer support team is equipped with the necessary tools and resources to address customer inquiries effectively.
- Develop and maintain relationships with key stakeholders to foster collaboration and support business goals.
- Stay updated on industry trends and best practices in customer support.