Fourth Frontier is looking for a talented, self-driven Customer Success Manager to join our expanding team. Thisrole owns the day-to-day operation of Fourth Frontier's CX function — managing a team of four support agents,maintaining SLA and compliance discipline across two distinct product variants (FX Wellness and FX+ Medical),and surfacing structured insight from ticket analytics. The Customer Success Manager will be the operationalowner of an AI-native CX infrastructure built on Zoho Desk with an active AI layer and expected to operate witha high degree of autonomy and ownership.Given the dual nature of our product portfolio — a consumer wellness device and an FDA-cleared cardiacmonitoring device — this role carries both operational and regulatory weight. CX processes at Fourth Frontierare part of the company's compliance infrastructure to meet FDA, EU_MDR and CDSCO standards.

Key Areas of Responsibility:The key responsibilities of this role will include:Operations & Team Management● Own the support queue across FX Wellness and FX+ Medical variants with clearly differentiated SLAs andescalation paths.● Manage and train CX support agents — quality reviews, coaching, roster accountability, and performancevisibility.● Ensure SLA compliance is tracked and owned, not just reported.● Maintain internal communication discipline and ensure traceability of all resolution steps andcross-functional escalations.Compliance & Regulatory Traceability● Classify all FX+ Medical tickets accurately and maintain Complaint Records in line with FDA and EU-MDRrequirements.● Ensure CX processes produce traceable root cause analysis (RCA) trails that can withstand regulatory audit.● Build and maintain a structured CX → Product feedback loop so product-impacting signals surface toengineering and product with documented context.Analytics & Insight

Job Description● Run independent weekly ticket analytics reviews — identify SLA breach patterns, root cause clusters,



andproduct variant misclassification trends.● Surface actionable insight from the ticket queue independently, without requiring direction on what to lookfor.AI-Native CX Tooling● Take operational ownership of the Zoho Desk + AI layer infrastructure and contribute to its ongoingimprovement.● Identify further automation and AI-assist opportunities as ticket patterns evolve.● Maintain and improve classification, routing, and SLA automation logic in Zoho Desk.

Experience:● 3–5 years in a CX, Customer Success, or Support operations role.● 1–2 years in a team lead or managerial capacity, with direct accountability for team performance and SLAoutcomes.● Hands-on experience with a structured ticketing system (Zoho Desk, Zendesk, Freshdesk, or equivalent) —including configuration, SLA management, and analytics, not just ticket handling.Qualifications:● Bachelor's degree in any discipline (Engineering background would be preferable). Relevant certifications inCX, support operations, or quality management are advantageous.Skills:● Systems thinker: builds and improves the processes they work within, not just follows them.● Independently analytical: draws meaningful conclusions from ticket data without requiring the question tobe pre-structured.● Compliance-minded: understands, or is eager to develop a working understanding of, what FDA andEU-MDR compliance requirements mean for a CX function day-to-day.● Strong written and verbal communication — internal threads, escalation notes, and agent feedback must allbe clear and traceable.● Comfortable operating with autonomy in a function that is actively being rebuilt and improved.

Experience in a regulated or compliance-sensitive setting — medical devices, healthtech, diagnostics,or equivalent.

Familiarity with AI tooling in support workflows: co-pilot tools, LLM-assisted drafting, or automated ticketclassification.● Exposure to FDA, EU-MDR, or CDSCO compliance requirements in any capacity.● Prior experience managing CX in a dual-product or multi-variant environment with differentiated userstakes.● Working knowledge of Jira for engineering escalation workflows.

📌 Customer Success Manager (Mumbai)
🏢 Fourth Frontier
📍 Mumbai