Customer Support Executive – US Pathology Lab

About the Role Join our team as a

Customer Support Executive for a leading US-based Pathology Lab. You’ll be the first point of contact for pathologists and lab staff handling queries around orders, samples, reports, and portal access. You’ll also perform basic troubleshooting and ensure timely, empathetic, and professional communication throughout the customer journey.

What You’ll Do

• Handle customer queries via phone, chat, and email
• Provide functional and first-level technical support
• Track and update cases in ticketing tools (e.g., Zendesk)
• Ensure SLA compliance and follow up until closure
• Maintain HIPAA and data privacy standards
• Collaborate with internal teams for escalations

What We’re Looking For

• 3+ years of experience handing US client support (voice-based)
• Excellent spoken and written English; neutral/ US accent-adapted
• Strong listening, problem-solving, and interpersonal skills
• Experience with CRM/ticketing systems
• Understanding about US Customers, US Culture and US phone, Chat and email etiquette.
• Willingness to work rotational 24x7 shifts, including weekends/holidays

Nice to Have:

• Experience with pathology lab/healthcare clients
• Knowledge of HIPAA, data security, and medical terminology

Why Join Us?

• Work with a leading US healthcare client
• Professional growth opportunities in support, QA, or client success
• Exposure to both functional and technical aspects of healthcare services

Other Details:

• Tentative Start Date: First week of October
• System & Process Training: 1 week
• Number of interview rounds
  • First round: Assess Role fitment

    (Subject Matter Expertise, Problem solving, Communication and Trouble shooting etc.)

  • 2nd Round: Assess Communication & US Culture awareness

    (Communication, US Accent & Understanding about US Culture)

  • 3rd Round: HR and Culture fit

    Culture fit, Role fit and Background etc.