Role Summary
As HOD— Customer Service, you will own the end-to-end service experience for MediBuddy's customers
and partners. You will lead a team of 50–200 agents and their managers across voice, chat, and email
channels, and be accountable for service quality, responsiveness, cost-to-serve, and customer
satisfaction.
AI mandate. A defining part of this role is modernising how support works. You will be directly
responsible for identifying, deploying, and continuously improving AI-based solutions — including voice
bots, chatbots, and agent-assist tools — to automate routine interactions, deflect avoidable contacts,
and free your team to handle the moments that matter most.
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Key Responsibilities
Service Operations & Delivery
• Own the day-to-day operations of a multi-channel contact centre (voice, chat, email, in-app),
ensuring SLAs and quality standards are consistently met.
• Drive workforce planning, scheduling, and capacity management to balance service levels against
cost-to-serve across peaks and seasonality.
• Lead process design and standard operating procedures, removing friction and reducing
avoidable contacts at the root cause.
• Manage escalations and high-sensitivity cases (e.g., clinical, claims, or grievance issues) with care,
ownership, and the right cross-functional partners.
AI-Led Automation & Transformation in CS
• Define and own a clear roadmap for automating customer service operations using voice bots,
chatbots, and agent-assist / copilot tooling.
• Partner with Product and Engineering teams to design, build, and integrate conversational AI into




existing channels and CRM systems.
• Grow automation, containment, and deflection rates while protecting (and ideally improving)
customer satisfaction — automation should reduce effort, not empathy.
• Establish guardrails for safe, compliant, and accurate AI in a healthcare context, including
escalation paths to human agents and continuous quality monitoring of bot interactions.
• Measure bot performance, mine conversation data for intents and gaps, and run a continuousimprovement loop to retrain and refine automated journeys.
People Leadership & Culture
• Build, hire, develop, and retain a high-performing team of managers, team leads, and agents;
build a strong bench and explicit career pathways.
• Foster a culture of empathy, ownership, and accountability where agents feel supported through
change — especially as AI reshapes their day-to-day work.
• Lead coaching, performance management, and capability-building programmes, including
reskilling agents toward higher-value and AI-supervision roles.
• Set clear goals and rituals (1:1s, reviews, recognition) that keep a 50–200 person team motivated
and aligned.
Customer Experience & Stakeholder Management
• Champion the voice of the customer — surface insights from contacts and bot interactions to
influence product, policy, and process across the company.
• Collaborate closely with Product, Operations, Clinical, Sales, and Partner teams to resolve
systemic issues and improve the end-to-end journey.
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• Report on service performance, AI adoption, and ROI to senior leadership with clear metrics and
a forward-looking narrative.

📌 Head Customer Success (Karnataka)
🏢 Medibuddy
📍 Karnataka