About ClinikallyClinikally is one of India's fastest-growing consumer health platforms, transforming the way consumers access expert dermatological care and personalized skincare solutions. We are committed to delivering an exceptional customer experience through seamless support, operational excellence, and continuous process improvement.We are looking for an experienced Training & Quality Manager - Customer Support to lead our customer support and success function, drive customer satisfaction, streamline processes, and build a high-performing team.

Role Overview
As a Training & Quality Manager - Customer Support you will be responsible for managing the end-to-end customer support function, leading a team of customer service associates, and ensuring a best-in-class customer experience across all touchpoints.
The role requires a robust people leader who can balance customer satisfaction, operational efficiency, process improvement, and team performance while collaborating closely with cross-functional teams.

Key Responsibilities
Process Improvement & Operations
• Create, implement,



and continuously improve SOPs, workflows, escalation matrices, and support processes.
• Identify operational gaps and implement scalable solutions to improve efficiency.
• Drive new initiatives aimed at enhancing customer experience, retention, and operational effectiveness.
• Leverage AI tools and automation solutions to streamline support operations, improve response quality, and reduce manual effort.
• Identify opportunities for workflow automation, self-service support, chatbot implementation, and process optimization to enhance customer experience and team productivity.
• Collaborate with Product and Technology teams to implement technology-driven improvements and automation initiatives across customer support processes.
• Ensure smooth day-to-day operations while maintaining quality and productivity standards.

Stakeholder Management
• Act as a bridge between management and frontl

📌 Training & Quality Manager - Customer Support (Gurugram)
🏢 Clinikally (YC S22)
📍 Gurugram