India's Telemedicine Platform & Online Pharmacy for Dermatology Care. Backed by Y Combinator.
About the role
At Clinikally, we're not just a platform; we're building the future of personalized dermatology and haircare in India, blending cutting-edge AI with expert care. Backed by leading global investors and having served over 3 million Indians in just 3.5 years, we're on an exhilarating growth trajectory, and we're looking for a sharp, driven professional to jump in, own key initiatives, and help us scale.
What they're looking for
- 3+ years of experience
- US citizen/visa only
- Full-time Support role
More about this role
At Clinikally, we're not just a platform; we're building the future of personalized dermatology and haircare in India, blending cutting-edge AI with expert care. Backed by leading global investors and having served over 3 million Indians in just 3.5 years, we're on an exhilarating growth trajectory, and we're looking for a sharp, driven professional to jump in, own key initiatives, and help us scale.
About the Role
We are looking for a proactive and experienced Quality & Training Lead – Customer Delight to lead quality and training across Email, Chat, and Voice support. The role will focus on improving customer experience, agent performance, process adherence, and overall support quality.
The ideal candidate should have strong experience in quality assurance, training, coaching, and customer support operations, with a structured and analytical approach to driving continuous improvement.
Key Responsibilities
Own the Quality Assurance and Training function across Customer Care.
Conduct regular quality audits across Email, Chat, and Voice interactions.
Track key metrics including Quality Score, CSAT, FRT, AHT, FCR, and Reopen/Repeat Rate.
Identify quality and process gaps through RCA...
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