[Hiring] Customer Support Supervisor @Emapta

Role Description

As a Customer Support Supervisor (India), you will lead frontline technical support operations that directly sustain healthcare-critical systems used by pharmacies across a vast network. This role drives operational discipline, service quality, and team capability in an environment where system uptime and responsiveness impact patient care. You will shape team performance, strengthen escalation frameworks, and ensure consistent delivery against strict service standards—positioning yourself at the center of scalable, mission-critical support leadership.

Qualifications

• 3-5 years of experience as a Support Technician, with at least 1 year in a supervisory or team lead role preferred
• High school diploma or equivalent required; associate's or bachelor's degree preferred
• Strong verbal and written communication skills
• Strong interpersonal, active listening, and empathy skills to handle complex employee and customer situations
• Strong time management, decision-making, organizational, presentation, and problem-solving skills
• Ability to exercise independent judgment based on knowledge of products, equipment, and services
• Ability to collaborate with support leadership and cross-functional teams to resolve issues effectively

Requirements

• Ability to work in an office, home office, or approved remote workspace
• Ability to use computers, telephones, printers, and standard office equipment extensively
• Ability to sit, stand, and use a headset for extended periods during the workday
• Ability to manage moderate job-related stress in a fast-paced environment
• Work performed in a safe, non-hazardous office setting with minimal safety risk to self and others

Key Responsibilities

• Supervise daily operations of a customer support team
• Oversee training delivery and ensure adherence to established processes
• Identify, test, and implement tools to enhance support capabilities
• Collaborate with escalation teams to identify and resolve system defects
• Develop team members to meet or exceed key performance indicators
• Train team on tools and methodologies aligned with quality standards
• Coach team members to strengthen technical, communication, and domain expertise
• Evaluate individual and team performance on a weekly and monthly basis
• Execute coaching, mentoring, and performance improvement plans
• Escalate potential disciplinary or corrective action needs to leadership
• Monitor active cases to ensure timely and effective resolution
• Serve as first point of contact for customer inquiries when required
• Manage escalations and defuse high-impact customer interactions
• Approve time entries and leave requests including PTO and sick leave

Benefits

• Competitive package
• Medical life insurance
• Work from home arrangement
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Employee engagement initiatives
• Mentorship and exposure to global leaders and teams
• Diverse, inclusive, and supportive culture
• Transparent performance management
• Unlimited upskilling through Emapta Academy courses