Assistant Manager- User Experience

About PlatinumRx

PlatinumRx is a fast-growing, Series A+ funded health-tech startup dedicated to making healthcare affordable and accessible. We provide a transparent platform for high-quality substitute medicines, helping consumers save significantly on chronic healthcare costs.

Key Responsibilities

As the AM / Manager for Customer Support, you will be the backbone of our customer experience. You will lead our support operations - managing our external partners and building a robust internal escalations team. Your goal is simple: ensure every PlatinumRx customer feels heard, supported, and cared for.

• Lead Operations: Oversee daily support activities to ensure all customer queries and complaints are resolved quickly and correctly.
• Build the Team: Hire, train, and mentor an in-house team dedicated to handling complex issues. You ll be responsible for their performance and growth.
• Manage Partners: Work closely with our outsourcing partner to ensure they deliver great service while staying productive and efficient.
• Monitor Support Health: Define "health metrics" for support and deeply analyse the data to understand why issues happen and how to prevent them.
• Hands-on Problem Solving: Personally step in to handle high-priority escalations that are too complex or too high-stakes for the team.
• Quality & Training: Partner with Quality and Training to develop SOPs and make sure every agent complies with protocols while providing a top-tier experience.
• Continuous Improvement: Collaborate with Process Excellence and Product to refine processes and prioritise new features that improve support efficiency and experience.

What We Are Looking For

• 8+ years in customer support operations, preferably at e-commerce platforms
• 5+ years of team handling, preferably CEO or Social Media escalations
• Comfortable using Excel or Google Sheets
• Fluent in English (written and spoken), Hindi (spoken), and Kannada (spoken)
• Flexible to adjust weekly offs and shift timings as per business needs
• Deeply customer-centric and empathetic

Required Skills

Support Customer calls Customer calls handelling User experience Customer Success Customer support Communication

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.