PlatinumRx is a fast-growing, Series A+ funded health-tech startup dedicated to making healthcare affordable and accessible. We provide a transparent platform for high-quality substitute medicines, helping consumers save significantly on chronic healthcare costs.
As the AM / Manager for Customer Support, you will be the backbone of our customer experience. You will lead our support operations – managing our external partners and building a robust internal escalations team. Your goal is simple: ensure every PlatinumRx customer feels heard, supported, and cared for.
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Lead Operations: Oversee daily support activities to ensure all customer queries and complaints are resolved quickly and correctly.
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Build the Team: Hire, train, and mentor an in-house team dedicated to handling complex issues. You’ll be responsible for their performance and growth.
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Manage Partners: Work closely with our outsourcing partner to ensure they deliver great service while staying productive and efficient.
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Monitor Support Health: Define "health metrics" for support and deeply analyse the data to understand why issues happen and how to prevent them.
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Hands-on Problem Solving: Personally step in to handle high-priority escalations that are too complex or too high-stakes for the team.
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Quality & Training: Partner with Quality and Training to develop SOPs and make sure every agent complies with protocols while providing a top-tier experience.
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Continuous Improvement: Collaborate with Process Excellence and Product to refine processes and prioritise new features that improve support efficiency and experience.
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8+ years in customer support operations, preferably at e-commerce platforms
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5+ years of team handling, preferably CEO or Social Media escalations
- Comfortable using Excel or Google Sheets
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Fluent in English (written and spoken), Hindi (spoken), and Kannada (spoken)
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Flexible to adjust weekly offs and shift timings as per business needs
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Deeply customer-centric and empathetic
