Loop is building the most trusted health benefits and insurance platform for modern
Indian companies. We power insurance, healthcare access, and diagnostics for thousands of
employers and their teams. We work closely with employers, insurers, and TPAs to manage
employee health benefits at scale, with a strong emphasis on claims, support, and proactive
care.
Role Overview
We are looking for a hands-on Customer Support Manager to own end-to-end support
operations across channels (calls, chats, and email). This role is responsible for CSAT, SLA
adherence, and team productivity, while working closely with cross-functional teams to
reduce avoidable demand and improve resolution quality.
What You Will Do
- Own daily operations of the claims support team and ensure timely and accurate
- resolution of customer issues.
- Own core support metrics: CSAT, SLA %, FCR, contacts per customer.
- Ensure optimal staffing across shifts.
- Handle high-severity customer issues and executive escalations when required.
- Manage and coach a team of support executives. Own hiring, onboarding, training, and
- performance management.
- Set clear SOPs, QA standards, and feedback loops.
- Run weekly and monthly performance reviews with data-backed insights.
- Build a culture of accountability, empathy, and continuous improvement.
What We’re Looking For
- 8–10 years of experience in Customer Support / Service Operations
- 3+ years managing frontline support teams.
- Strong understanding of call center metrics (AHT, SLA, CSAT, occupancy).
- Experience with tools like Freshdesk / Freshchat / Zendesk / similar.
- Excellent analytical, problem-solving, and decision-making skills.
- Comfortable working in fast-moving, ambiguous environments.
- Data-driven mindset with strong Excel / Google Sheets skills.
- Experience in insurance, fintech, healthcare, or high-volume B2C ops
- Preferred - Strong understanding of health insurance claims processes and regulations in India.
What Success Looks Like
- CSAT and SLA adherence within target.
- Reduction in repeat contacts and escalations.
