Job Title - Assistant Manager Healthcare Customer Experience
Location - Bangalore (In-Office)
Work Mode - In-person | 6 days working
Department - Healthcare / Clinic Operations
About Supertails
Supertails is building India's most trusted ecosystem for pet healthcare and wellness. Our clinics are a core part of this journey, and we are looking for a high-ownership leader to manage clinic calling sales, customer retention, and operational excellence using data, CRM tools, and automation.
Role Overview
The Assistant Manager Healthcare will lead inbound and outbound calling sales teams for Supertails
clinics, drive customer retention, improve conversion metrics, and build data-driven dashboards for
decision-making. This role requires a strong blend of sales operations, CRM expertise, analytics, and
process automation understanding.
You will work closely with clinic teams, customer support, marketing, and leadership to ensure seamless patient journeys and sustained clinic growth.
Key Responsibilities
Sales & Calling Operations
- Manage and scale inbound and outbound calling sales teams for clinics
- Drive appointment bookings, follow-ups, renewals, and upsell opportunities
- Monitor daily performance: call volumes, conversion rates, revenue per lead
- Create SOPs, scripts, and call quality frameworks
- Own retention metrics for clinic customers (repeat visits, drop-off reduction)
- Design and execute retention campaigns via calls, CRM workflows, and follow-ups
- Identify churn risks and proactively address customer concerns
- Ensure high CSAT/NPS through consistent service quality
- CRM & Tools Ownership
- End-to-end ownership of Freshdesk, Ameyo or similar CRM platforms
- Ensure clean data capture, lead tracking, tagging, and lifecycle management
- Coordinate with tech/ops teams for CRM enhancements and integrationsData, Reporting & Dashboards
- Build and maintain dashboards for sales, retention, funnel performance, and agent productivity
- Analyze trends and share actionable insights with leadership
- Track KPIs such as CAC, L TV, conversion %, repeat rate, and revenue per clinic
- Automation & AI (Good to Have)
- Understanding of AI-led workflows and automation tools like n8n
- Automate lead routing, follow-ups, reporting, and alerts where possible
- Partner with internal teams to improve efficiency using automation
Team Leadership
- Hire, train, and coach calling agents
- Conduct regular performance reviews and feedback sessions
- Create a high-energy, target-driven, and customer-first culture
- Must-Have Skills & Experience
- 36 years of experience in healthcare, clinics, tele-sales, or customer lifecycle roles
- Strong experience managing inbound & outbound calling sales teams
- Hands-on experience with CRM tools (Freshdesk / Freshsales or similar)
- Strong data skills reporting, dashboards, Excel/Sheets, funnel analysis
- Excellent communication, stakeholder management, and leadership skills
- Comfort working in a fast-paced, high-ownership startup environment. Good to Have
- Exposure to AI tools, automation, and workflow builders (n8n)
- Experience in pet healthcare, diagnostics, clinics, or subscription models
- SQL / advanced analytics experience
What Success Looks Like
- Higher clinic appointment conversions
- Improved repeat visits and customer lifetime value
- Strong visibility via dashboards and reporting
- Efficient, automated, and scalable calling operations
- Motivated, high-performing sales & retention teams
Why Join Supertails
- Build scalable healthcare operations from the ground up
- High ownership and leadership exposure
- Direct impact on clinic growth and customer experience
