Customer Support Executive

Role Overview

The Customer Support Executive will be responsible for ensuring a smooth and efficient onboarding experience for healthcare providers, from document collection to profile verification and final go-live. The role involves coordinating with doctors, resolving queries, validating documents, and working closely with internal teams to ensure accurate and timely profile activation on the platform.

This role requires strong communication skills, attention to detail, and a customer-first mindset.

Key Responsibilities

1. Provider Onboarding Support

Guide doctors through the onboarding journey, including document submission, profile creation, and KYC verification.

Proactively follow up with doctors to ensure all mandatory documents are collected and validated.

Provide clear instructions on onboarding requirements and timelines.

2. Profile Verification & Go-Live Coordination

Review and validate provider documents such as registration certificates, PAN, bank details, and license proofs.

Cross-check data accuracy before sending profiles for go-live.

Coordinate with internal QC teams to ensure profiles meet quality and compliance standards.

Track go-live status and ensure timely activation on the platform.

3. Customer Query Resolution

Handle inbound and outbound calls/messages to resolve provider queries related to onboarding, profile edits, and go-live delays.

Provide prompt, clear, and accurate support to ensure a seamless onboarding experience.

Maintain professionalism and empathy in interactions with doctors and clinics.

4. Data Management & Reporting

Maintain accurate onboarding records in CRM tools (Jira/Leadsquared/Salesforce).

Update dashboards and trackers for daily status, go-live performance, and pending items.

Highlight blockers and delays to the team lead proactively.

5. Cross-functional Collaboration

Work closely with QC, Scheduling, MDM, Catalog, and Finance teams to resolve onboarding issues.

Partner with Ops and Product teams to share feedback on onboarding flows and tools.

Key Performance Indicators (KPIs)

Profile Go-Live TAT

Document Accuracy %

First-Time-Right (FTR) onboarding

Doctor satisfaction (CSAT)

Query resolution TAT

Daily onboarding throughput

Mandatory Qualifications

13 years of experience in customer support, onboarding, or operations (healthcare preferred but not mandatory).

Strong communication skills (English & Hindi required regional languages preferred).

Ability to handle high-volume provider interactions professionally.

Familiarity with onboarding tools/CRMs like Salesforce, Leadsquared, Jira, Freshdesk, etc.

Good analytical and documentation skills.