About Akidha
People often overpay for medicines they don’t fully understand.
They know the brand name—but not the molecule behind it. So when a cheaper alternative is suggested, trust becomes the biggest barrier.
Akidha is building India’s first education-led pharmacy.
The focus is on helping people understand medicine molecules first—then choose confidently.
Every order is doctor-verified, sourced from WHO-GMP certified manufacturers, and priced with complete transparency.
When someone asks, “Why didn’t anyone tell me this before?”
Akidha aims to be the answer.
Role Overview
We are looking for a Team Lead – Customer Support to build, manage, and scale Akidha’s customer support function. This role will own support operations, team performance, SOPs, and customer experience, ensuring timely, accurate, and empathetic resolution across all customer touchpoints.
Key Responsibilities
Lead and manage the end-to-end customer support function (calls, chat, WhatsApp, email)
Build SOPs, escalation matrices, and quality frameworks for customer support
Hire, train, and coach support executives to meet service and quality benchmarks
Monitor daily operations, including ticket volumes, TATs, resolution rates, and CSAT
Act as the escalation point for complex customer issues and critical cases
Coordinate with operations, procurement, tech, and catalogue teams for issue resolution
Drive continuous improvement in processes to reduce repeat queries and complaints
Ensure compliance with healthcare, data privacy, and internal policies
Prepare MIS, dashboards, and weekly/monthly performance reports
Requirements
2-4 years of experience in customer support/customer operations, preferably in health-tech, e-commerce, or pharma
Proven experience leading and scaling customer support teams
Strong understanding of customer experience metrics (CSAT, FCR, TAT, AHT)
Experience with CRM/ticketing tools and reporting dashboards
Excellent communication, problem-solving, and people management skills
Ability to thrive in a fast-paced startup environment
Location
Work from Office - Mumbai