Customer Service Manager at Pharmarun

Role Summary

We’re looking for an experienced Customer Service Manager to lead Pharmarun’s Customer Experience and Support operations across our B2C, B2B, and Vendor channels.

• This role is for a hands-on, data-driven leader who can scale teams, improve processes, and uphold world-class service standards. The ideal candidate has experience in healthcare/pharmacy, understands patient empathy, and knows how to turn operational insights into action.

Key Responsibilities

• Oversee day-to-day operations of Customer Service, B2B Support, and Vendor Support teams.
• Lead, mentor, and develop a high-performing team of call centre agents and support staff.
• Build and maintain QA frameworks to ensure accuracy, professionalism, and consistency.
• Establish and optimize SOPs for ticket management, escalations, and resolutions.
• Track and improve core service metrics: TAT, NPS, CSAT, FCR, and overall response quality.
• Collaborate closely with Operations, Product, and Pharmacy teams to resolve issues swiftly.
• Maintain scripts, training materials, and communication guidelines for standardization.
• Manage team scheduling, performance reviews, and continuous feedback loops.
• Provide leadership with data-backed insights on customer trends and systemic issues.
• Champion the voice of the customer in cross-functional discussions to drive better experiences.

Requirements

• Bachelor’s degree in Pharmacy, Life Sciences, Business Administration, or a related field.
• 5+ years’ experience in Customer Service Management in healthcare, pharmacy, e-commerce, or tech-enabled environments.
• Proven success managing and developing large, multi-tiered support teams.
• Strong understanding of CRM, ticketing systems, call tracking tools, and QA dashboards.
• Excellent leadership, communication, and analytical capabilities.
• Customer-obsessed mindset with a passion for operational excellence.
• Ability to thrive in a fast-paced, high-growth environment.