Customer Service Lead at GetixHealth in Karnataka, IND
- Company: GetixHealth
- Location: Karnataka, IND
- Posted: Sep 24, 2026
- Type: Full-Time
- Experience: 3+ years
Overview
The Customer Service Lead is responsible for leading day-to-day customer service operations, supporting and guiding the customer service team, ensuring high-quality customer interactions, resolving escalated customer issues, and driving continuous improvement in customer experience.
Job description
- The Customer Service Lead is responsible for leading day-to-day customer service operations, supporting and guiding the customer service team, ensuring high-quality customer interactions, resolving escalated customer issues, and driving continuous improvement in customer experience.
- The role requires a strong combination of people leadership, customer focus, operational discipline, problem-solving, communication, and performance management. The Customer Service Lead will act as an important link between frontline customer service teams, internal stakeholders, and management.
Responsibilities
- Lead the delivery of consistent, professional, and customer-focused service.
- Ensure customer queries, requests, complaints, and escalations are handled promptly and effectively.
- Take ownership of complex or high-priority customer issues and ensure appropriate resolution.
- Identify recurring customer concerns and recommend preventive actions.
- Maintain a strong customer-first culture within the team.
- Ensure customer interactions meet established quality and service standards.
- Monitor customer feedback and identify opportunities to improve customer satisfaction.
- Provide day-to-day leadership, guidance, coaching, and support to Customer Service Representatives.
- Allocate work and monitor workload to ensure effective coverage and productivity.
- Conduct regular team huddles and communicate business priorities, process changes, and customer updates.
- Support onboarding and training of new team members.
- Coach employees on communication, customer handling, product/process knowledge, and problem resolution.
- Identify individual development needs and provide constructive feedback.
- Recognize strong performance and encourage a positive, collaborative team environment.
- Support performance improvement plans where required.
- Promote accountability, professionalism, teamwork, and ownership.
- Monitor team and individual performance against agreed KPIs and service-level targets.
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Response Time
- Average Handling Time (AHT), where applicable
- Resolution Time
- Complaint/Escalation Rate
- Productivity
- Quality Scores
- Service-Level Achievement
- Prepare and communicate regular performance updates.
- Analyze performance trends and develop appropriate action plans.
- Work with team members to close performance gaps.
Requirements
- • Any Graduate / Postgraduate
- • Prior experience in Team Lead - customer service, or healthcare support roles is preferred but not mandatory.
- • Minimum 3 Years of International Voice experience is mandate, As team lead 1+ years exp is mandate
- • Night Shifts
- • Two way free transport
- • Work Location : Embassy tech village, Kadubeesanahalli, Bellandur, Bangalore
Skills
Required
- International Voice experience
- Team leadership
- Customer service
- Performance management
- Operational discipline
- Problem-solving
- Communication
Preferred
- Healthcare support experience
About GetixHealth
GetixHealth supports hospitals, clinics, university medical centers, and other healthcare providers across the United States with comprehensive Revenue Cycle Management (RCM) solutions. The organization delivers customized services across the healthcare revenue cycle, including medical coding and billing, claims management, insurance eligibility verification, patient access services, Medicaid and Medicare support, and self-pay and bad debt collections. Through technology-enabled solutions and expert teams, GetixHealth helps healthcare providers improve operational efficiency and financial performance.