Customer Support Lead (IB-2026-019)

Wanted: Customer Support Lead Who Can Actually Own the Floor

8-10 Years • Full-time, Permanent • 1 • Kochi, Kerala
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Location: Kochi, Kerala
Work Mode: Work from Office
Shift: 2:00 p.m. to 12:00 a.m.
Job Type: Full-Time, Permanent
Open Roles: 1
Reports To: VP – Professional Services

About the Role

BlueBriX is looking for a Customer Support Lead who knows healthcare products, understands technology, and does not wait around for someone else to solve problems.

This role is for someone who can take charge of the L1 support function from day one, keep SLAs under control, manage escalations properly, and build a support team that becomes stronger over time.

You will work closely with Account Management, Product, Engineering, and Professional Services to make sure customer issues are not just logged, but actually resolved.

What You Will Own

L1 Support Operations

You will lead the L1 support team and make sure the basics are done well every single day.

You will be responsible for:

  • Managing ticket queues, triage, first responses, and SLA performance.
  • Ensuring proper shift coverage, including 24/7 support planning.
  • Tracking and improving key support metrics like FRT, CSAT, and resolution rates.
  • Creating and maintaining SOPs, runbooks, escalation guides, and knowledge base content.
  • Coaching support agents and improving their product and domain understanding.

Escalations and Engineering Follow-Up

You will not just “forward tickets.” You will own the follow-up.

You will be expected to:

  • Act as the main bridge between L1 support and Engineering for L2/L3 escalations.
  • Push high-priority issues until they are resolved within agreed timelines.
  • Maintain a clear escalation tracker with real-time status.
  • Provide daily and weekly updates to leadership.
  • Drive RCA for critical incidents and ensure corrective actions are completed.

Healthcare Domain Support

This is not generic customer service. This is healthcare technology support.

You should understand:

  • Clinical workflows.
  • Administrative workflows.
  • Billing and RCM processes.
  • EMR/EHR or healthcare SaaS environments.
  • Healthcare data and compliance basics such as HL7, FHIR, and HIPAA awareness.

You will also support client calls when product or domain expertise is needed.

What Success Looks Like

In this role, success means:

  • L1 support runs smoothly without constant supervision.
  • SLAs are visible, tracked, and met.
  • Escalations do not disappear into a black hole.
  • Engineering gets clear, useful information — not vague complaints.
  • Repeated issues are converted into knowledge base articles and L1-resolvable steps.
  • The team becomes capable of handling more complex issues over time.
  • Within 12–18 months, the support function is ready for stronger L2/L3 coordination.

Required Experience

We are looking for someone with:

  • 8–10 years of experience in customer support or technical support.
  • At least 2 years as a team lead, senior support specialist, or senior individual contributor.
  • Strong experience in healthcare technology products such as EMR, EHR, HIS, RCM, or healthcare SaaS.
  • Proven ability to manage SLAs, queues, escalations, and cross-functional follow-ups.
  • Experience working with ticketing tools such as Zendesk, Freshdesk, Jira Service Management, or similar platforms.

Skills We Expect

You should have:

  • Strong written and verbal English communication.
  • Good judgment under pressure.
  • Strong problem-solving ability.
  • Ability to write SOPs, escalation frameworks, and support documentation.
  • Strong ownership mindset.
  • The ability to work with Engineering without getting lost in technical noise.
  • The maturity to handle customers, internal teams, and leadership updates professionally.

Good to Have

These are not mandatory, but they help:

  • Experience managing L1, L2, and L3 support coordination.
  • Experience working closely with Product or Engineering teams.
  • Knowledge of Excel, Power BI, Tableau, or similar reporting tools.
  • ITIL Foundation certification.
  • Healthcare certifications such as CPHIMS or HL7 Associate.

Who Should Apply

Apply if you are the kind of person who:

  • Takes ownership instead of waiting for instructions.
  • Understands that customer support is about resolution, not ticket movement.
  • Can lead a team, manage pressure, and communicate clearly.
  • Has real healthcare product support experience.
  • Can build process without creating unnecessary bureaucracy.

Who Should Not Apply

This role is not for someone who:

  • Only forwards tickets and waits.
  • Avoids difficult follow-ups.
  • Cannot work in a structured SLA-driven environment.
  • Has no healthcare product exposure.
  • Needs constant supervision to get basic work done.
  • Thinks support leadership is just people management.

Bottom Line

We need a Customer Support Lead who can run L1 support properly today and help build a stronger, more mature support function for tomorrow.

If you know healthcare technology, understand customer urgency, and can drive issues to closure, this role is for you.