Manager Chat Process

About The Company

Orange Health is India's leading on-demand diagnostics lab for urban Indian consumers and is positioned as the fastest diagnostics lab in India. We were recognized as the Diagnostics Startup

of the Year 2025*.*

Launched in January 2021, Orange Health Labs is amongst the most loved brands in the healthcare sector, with over 30,000 reviews and the highest rating on Google for all its facilities across the country, and an NPS close to 90!

Orange Health Labs is among the best places to work, with a team of 1,000+ people across the company. We believe in treating colleagues with respect and investing in their growth for the long term. You can learn more about our work culture on our careers page and LinkedIn page. Our vision is supported by some of the world's leading investors like Accel, General Catalyst, Y Combinator, Bertelsmann India, Amazon, and other marquee names. We have been recognised as a Future Unicorn for two consecutive years by Hurun India.

Key Responsibilities

• Manage Chat Operations: Oversee all aspects of the chat process, including
  
  

agent performance, chat response times, and customer satisfaction.

• Team Management: Lead, coach, and mentor a team of chat agents. Conduct
  
  

performance evaluations, set clear goals, and provide ongoing training to ensure

top-tier service delivery.

• Process Optimization: Continuously evaluate and improve chat workflows,
  
  

identifying opportunities to streamline processes and enhance customer

experience.

• Performance Monitoring: Analyze chat metrics (response time, resolution time,
  
  

customer satisfaction ratings, etc.) and implement corrective actions as needed to

meet KPIs.

• Collaborate with Other Departments: Work closely with customer support,
  
  

sales, and technical teams to ensure seamless communication and consistency in

service delivery.

• Develop Reporting and Analytics: Create and present regular reports on chat
  
  

process performance, trends, and areas of improvement for senior management.

• Handle Escalated Issues: Resolve any customer escalations or complex issues
  
  

that cannot be handled by chat agents.

• Chat Software Management: Work with IT or technical teams to ensure the chat
  
  

software is functioning optimally, and suggest improvements to enhance the user

experience.

• Ensure Compliance: Monitor compliance with company policies and service level
  
  

agreements (SLAs).

Skills & Qualifications

• Experience: Minimum of 5-8 years in customer support, operations, or management within a chat or digital communication environment.
• Leadership: Proven ability to lead and motivate teams to achieve targets and improve performance.
• Analytical Skills: Strong ability to analyze data, identify trends, and drive decision-making.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Ability to think critically and resolve complex issues.
• Customer-Centric: A strong focus on delivering exceptional customer service.
• Technical Proficiency: Familiarity with chat support software, CRM systems, and
  
  

reporting tools.

• Project Management: Ability to handle multiple projects and priorities
  
  

simultaneously.

Skills: management,communication,leadership,teamhandling,problem analysis,chat process