Customer Support Manager – D2C / E-commerce

About the Role

Clinikally is looking for a seasoned Customer Success Manager to lead our frontline support operations. You will be the guardian of our user experience, ensuring that every patient interacting with our platform receives clinical-grade support. Your leadership will bridge the gap between our online dermatologist consultations and the successful delivery of specialized health solutions, making science-backed care accessible and reliable for millions of users.

What You Will Do

• Strategic Team Leadership: Oversee a diverse group of Customer Service Associates to ensure they meet high performance standards. You will be responsible for team discipline, roster management, and implementing retention strategies to maintain an expert and motivated workforce.
• Operational Excellence: Guarantee timely and precise responses to all service inquiries. You will manage day-to-day operations to ensure we consistently meet strict SLAs and maintain a seamless flow from the initial order to final delivery.
• Quality and Training: Lead the onboarding of new team members by providing deep dives into our latest cosmetic and medical-grade product launches. You will ensure the team adheres to the highest standards of productivity while resolving any process discrepancies.
• CSAT and Patient Advocacy: Drive the team toward ambitious Customer Satisfaction (CSAT) goals by fostering a culture of clinical empathy. You will personally oversee the resolution of complex queries for our specialized portfolios, ensuring users receive expert guidance on our science-backed hair growth serums, anti-dandruff shampoos, and niacinamide serum.
• Cross-functional Liaison: Act as a critical feedback loop between frontline teams and senior management. You will share customer insights with the product and supply chain teams to constantly improve the patient experience for those using our personalized treatment plans.
• Mentorship and Growth: Take direct accountability for the professional development of your team, using performance coaching to foster a culture of ownership and high commitment to our users.

Ideal Skills

• Professional Experience: 6 to 8 years of experience leading customer success or support operations in a high-growth environment.
• Communication: Exceptional interpersonal skills with the ability to manage stakeholders across different levels of the organization.
• Adaptability: A fast learner who can navigate the evolving landscape of health-tech and teledermatology.
• Ownership: A high level of commitment to taking charge of complex user support issues and seeing them through to resolution.