Job Title

Lead Mission-Critical Support for Patient-Centric Healthcare SystemsOur client is a leading innovator in pharmacy technology, powering a vast network of over 12,000 pharmacies and supporting millions of patients each month. They deliver advanced, integrated software and solutions that enhance medication access, streamline operations, and improve patient outcomes. Backed by decades of industry leadership and strategic growth, our client continues to transform healthcare delivery-empowering pharmacies with scalable, data-driven tools that drive both clinical excellence and sustainable business performance across an evolving healthcare landscape.About the RoleAs a Customer Support Supervisor (India), you will lead frontline technical support operations that directly sustain healthcare-critical systems used by pharmacies across a vast network. This role drives operational discipline, service quality, and team capability in an environment where system uptime and responsiveness impact patient care. You will shape team performance, strengthen escalation frameworks, and ensure consistent delivery against strict service standards-positioning yourself at the center of scalable, mission-critical support leadership.Role SnapshotEmployment Type: Full-timeShift: Night shift (8:00 AM to 5:00 PM US Central Time; must be flexible within this window), Weekends OffWork Setup: Work From Home/Remote, IndiaExciting Perks Await!- Competitive package - Medical life insurance - Work from home arrangement - Standard government and Emapta benefits - Well-equipped, modern, and accessible offices - Employee engagement initiatives - Mentorship and exposure to global leaders and teams - Diverse, inclusive, and supportive culture - Transparent performance management - Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: Qualifications We Seek- 3-5 years of experience as a Support Technician, with at least 1 year in a supervisory or team lead role preferred - High school diploma or equivalent required; associate's or bachelor's degree preferred - Strong verbal and written communication skills - Strong interpersonal, active listening, and empathy skills to handle complex employee and customer situations - Strong time management, decision-making, organizational, presentation, and problem-solving skills - Ability to exercise independent judgment based on knowledge of products, equipment, and services - Ability to collaborate with support leadership and cross-functional teams to resolve issues effectivelyWork Environment and Requirements- Ability to work in an office, home office, or approved remote workspace - Ability to use computers, telephones, printers, and standard office equipment extensively - Ability to sit, stand, and use a headset for extended periods during the workday - Ability to manage moderate job-related stress in a fast-paced environment - Work performed in a safe, non-hazardous office setting with minimal safety risk to self and othersKey Responsibilities- Supervise daily operations of a customer support team - Oversee training delivery and ensure adherence to established processes - Identify, test, and implement tools to enhance support capabilities - Collaborate with escalation teams to identify and resolve system defects - Develop team members to meet or exceed key performance indicators - Train team on tools and methodologies aligned with quality standards - Coach team members to strengthen technical, communication, and domain expertise - Evaluate individual and team performance on a weekly and monthly basis - Execute coaching, mentoring, and performance improvement plans - Escalate potential disciplinary or corrective action needs to leadership - Monitor active cases to ensure timely and effective resolution - Serve as first point of contact for customer inquiries when required - Manage escalations and defuse high-impact customer interactions - Approve time entries and leave requests including PTO and sick leaveWelcome to Emapta India-your gateway to professional excellenceAt Emapta India, careers are built on stability, growth, and meaningful global exposure. Partner with international clients across industries while staying rooted in your home country. With a strong network of global partners, we create opportunities that empower professionals to thrive, innovate, and make a real impact. Join a community driven by ambition, collaboration, and long-term success-where your potential meets limitless global possibilities.#EmaptaEra