Manager, Customer Care

Key Responsibilities

• Lead end-to-end customer care operations across WhatsApp, email, phone, and digital platforms

• Own service performance, SLAs, backlog control, and resolution metrics

• Handle escalations, complaints, and sensitive medical-related cases confidently

• Build and enforce SOPs, QA frameworks, and service recovery protocols

• Manage, coach, and performance-track customer care teams

• Optimise ticketing systems, workflows, and automation

• Ensure compliance with healthcare and regulatory guidelines

• Partner with Marketing, Clinics, IT, and Operations to improve customer journey and conversion

Requirements

• Minimum 3 years in customer service management

• At least 3 years in a managerial role leading teams

• Experience in healthcare, insurance, or other regulated industries preferred

• Proven track record managing high enquiry volumes and SLAs

• Strong operational and analytical capability

• Experienced in handling escalations and difficult stakeholders

• Familiar with CRM/ticketing platforms and service reporting