Customer Delight Executive - US Operations (India-based)

Hyderabad | Full-time | In office | US Shift

About us

We are a developmental health and wellness brand operating across India and the United States. We support parents, families, and clinicians with advanced diagnostics and structured care coordination. Our US customer base is served by an India-based team operating on US business hours.

The Role

You will be the first point of contact for US-based customers reaching us through digital channels, referrals, and inbound enquiries. You will handle intake, book services, coordinate logistics, and route complex cases to the appropriate specialist. All interactions are conducted in English and must meet the communication and compliance standards required for a US healthcare-adjacent customer base.

What you will do
Handle inbound calls and digital enquiries from US-based customers, primarily in English
Book routine diagnostic services, capture intake information accurately, and confirm logistics




Route high-value or clinically complex enquiries to the US-facing Business Development or Genetic Counselling team with a complete, warm handoff
Follow up on open leads via call and WhatsApp or email cadences suited to US time zones
Adhere to HIPAA-aware call handling practices, including all-party recording consent scripts and data handling protocols
Log every interaction in the CRM with full accuracy
Meet daily and weekly booking targets

What we are looking for
1 to 3 years of experience in customer service, inbound calling, BPO, or patient coordination, with demonstrated experience handling US or international customers
Accent-neutral English with robust verbal communication confidence; ability to sustain a skilled tone across emotionally sensitive conversations
Familiarity with healthcare, diagnostics, or wellness, either through prior work or educational background
Awareness of or willingness to be trained on basic HIPAA call-handling requi

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