TE-1466 -Customer Support Lead

We are a technology\-driven healthcare company delivering personalised metabolic health and weight management care through an integrated member platform. We connect members with licensed healthcare providers, compound pharmacies, and an end\-to\-end prescription fulfilment system — all in one seamless journey.

As Customer Support Lead for our India Support POD, you will run the day\-to\-day operations of the team and ensure every member receives fast, empathetic, and accurate support. You are the operational anchor of the India pod — managing a team of Customer Support and Technical Support agents, owning shift coverage and queue health, and serving as the first escalation point before issues reach senior leadership.

You will also be the functional bridge to our US Member Experience leadership team, ensuring India operations align with global standards, workflows, and quality benchmarks. **WHAT YOU'LL BE DOING** **Lead \& Develop the Team*** Coach and support a team of Senior Customer Support agents, Customer Support agents, Senior Technical Support agents, and Technical Support agents in daily operations.

• Conduct regular 1:1s and team reviews focused on member satisfaction, SLA performance, and continuous development.
• Foster a collaborative team environment aligned with our values: Goal\-Centric, Customer\-Centric, Empowerment, Bias for Action, and Outcomes Over Outputs.
• Onboard new agents and contribute to training materials and SOPs, ensuring every new hire is productive quickly.

• *Own Live Operations*** Act as Ops Captain on rotation — own escalation handling, SLA adherence, and real\-time issue resolution across the support queue.
• Monitor platform order status; triage the Pending/Error queue and route technical exceptions to the Technical Support team or Engineering as appropriate.
• Maintain shift coverage and workload distribution, ensuring all SLA windows are met across 24/7 operations.
• Handle the most complex member escalations personally — billing disputes, treatment plan issues, cancellation saves — applying save offers within approved thresholds (per company policy; higher offers require senior approval).

• *Queue Governance \& Reporting*** Maintain a clean, well\-routed support queue with correct tagging, group assignments, and clear ownership at all times.
• Report weekly on pod performance: tickets resolved within SLA, CSAT scores, escalation volume, and self\-service deflection rate.
• Surface data\-driven insights to the India Team Head and US leadership to drive continuous improvement.

• *Drive Quality \& Automation*** Partner with the Engineering team to identify repetitive ticket categories that could be handled via automation or self\-service.
• Write and maintain SOPs and support macros that encode decisions once — reducing reliance on ad hoc escalation over time.

Work towards a target of* 30% of support volume deflected via automation or self\-service (order status, login help, billing changes, order modifications).

• *Cross\-functional Coordination*** Serve as the functional bridge between the India pod and the US Member Experience Director — attend alignment calls, relay process updates, and ensure India operates to the same standards.
• Coordinate escalations to pharmacy operations, doctor network teams, and Engineering through established channels and protocols.
• Support continuity through platform migrations, product changes, and any operational transitions.

• *WHAT YOU'LL ACHIEVE*** **Build rapport with the team; understand current SLA performance, escalation patterns, and queue structure. Shadow operations, learn the platform end\-to\-end, and lead your first shift independently.** First 30 Days:
• **Conduct first round of performance reviews; identify top automation opportunities; develop scheduling fluency via workforce management tools.** Days 31–60:
• **Own full operational leadership — daily ops, shift management, queue governance, and US team coordination. Present your first scorecard with clear attribution of impact on CSAT and SLA.** Days 60–90:

• *SKILLS YOU SHOULD HAVE**

• 3\+ years in customer support or member experience, including 2\+ years in a team lead or supervisory role.
• Experience managing support operations in a platform\-heavy environment — support ticketing platforms, CRM tools, or healthcare/SaaS systems.
• Strong communicator across time zones — able to coordinate between India and US stakeholders effectively.
• Data\-driven mindset: you pull your own reports, spot trends, and bring solutions before being asked.
• Comfortable leading teams through operational transitions, platform migrations, and policy changes.
• Familiar with automation\-first support principles — you don't want to solve the same problem twice.
• Empathetic leader who can coach agents on both soft skills and platform knowledge simultaneously.