Even Healthcare - Team Lead - Customer Experience/Post Sales

At Even, we are dedicated to revolutionizing the membership experience for our members.

Our Customer Experience Team is innovative, dedicated, and passionate about building lasting relationships with our members.

We are seeking a Customer Experience Associate who shares our commitment to delivering exceptional service and creating memorable experiences for our members throughout their journey with us.

As the Customer Experience Team Lead, you will manage our post-sales operations, ensuring smooth client onboarding and sustained satisfaction.

You'll lead a team handling client queries, escalations, and relationship management to drive retention.

Key Responsibilities:

- Lead a team handling post-sales operations across multiple consumer cohorts & enterprise as well as individual members.

- Automate and implement client onboarding and relationship management processes.

- Monitor team performance metrics and ensure SLA adherence.

- Collaborate with sales teams to ensure smooth client transitions.

- Own all aspects of member onboarding and maintain high client satisfaction levels.

- Actively partner with different teams till member activation to ensure minimal friction.

- Prioritise the member journey and communication, especially at critical points as the first point of contact.

- Create performance reports and suggest process improvements for the team, and individual employees.

- Train and mentor team members, represent the function while training other teams.

- Strategically carve out a roadmap to better the function across relevant parameters.

Essential For The Role:

- 3+ years experience in post-sales, account management, or customer success.

- 1+ year of team management experience.

- Strong problem-solving and client relationship skills.

- Experience with healthcare, insurance, or BFSI clients preferred.

- Excellent communication skills in English (vernacular language proficiency a plus).

- Data analysis capabilities to track client health metrics.

- Bachelor's/Master's degree in any discipline.

Preferred:

- Experience in healthcare, insurance, or finance is an added plus.

- Exposure to tools like CRM, Verloop, Google Suite, Slack, and Notion is a plus.

- Basic understanding of health insurance.

- You have worked at a VC-backed startup before, and seen hyper-growth in action & enjoy fast-paced and dynamic work environments.

Note: We work 6 days a week, and will be offering 24x7 support, so candidates should be flexible with rotating day and night shifts every month.

We are not remote first.

Candidates must be located in Bangalore.