Customer Support Supervisor Full Time

About This Opportunity

Emapta Global is hiring a remote Customer Support Supervisor from India, to lead a remote technical support team supporting pharmacy technology systems used by over 12,000 pharmacies.

This role focuses on team leadership, escalation management, service quality, coaching, and operational performance in a healthcare technology environment.

Company: Emapta Global
Accepting Applicants From: Remote from India

View the full job description and apply directly with Emapta Global
*Please apply if you genuinely think you meet the requirements.*

What You Will Do

• Supervise daily customer support operations and frontline support staff
• Coach and develop team members on technical and communication skills
• Monitor KPIs, case resolution times, and escalation handling
• Collaborate with escalation and technical teams to resolve system defects
• Conduct performance reviews, mentoring, and training sessions
• Approve schedules, PTO, and time entries
• Handle complex customer escalations and high-priority support issues
• Improve support workflows, tools, and processes

What They’re Looking For

• Requirements
  3–5 years of customer or technical support experience
  At least 1 year in a supervisory or team lead role preferred
  Strong communication, leadership, and problem-solving skills
  Experience managing support teams in fast-paced environments
  Ability to handle escalations and customer-facing issues professionally
  Comfortable working remotely during US Central Time hours
• Preferred Background
  Healthcare, pharmacy, SaaS, or technical support environment experience
  Associate’s or Bachelor’s degree preferred
  Experience training and mentoring support teams

Best Fit For

• This role is ideal for someone with:
• Technical support leadership experience
• Strong people-management and coaching abilities
• Experience handling escalations and service delivery metrics
• Interest in healthcare technology and operational leadership

Work Setup

• Remote / Work From Home – India
• Night Shift aligned with US Central Time
• Monday–Friday, weekends off

Benefits

• Competitive compensation package
• Medical and life insurance
• Remote work arrangement
• Career growth and mentorship opportunities
• Access to Emapta Academy training programs
• Global team exposure and supportive culture

Tagged as: Customer Service Management, Customer Support Supervisor, Escalation Management, Healthcare Technology, Help Desk Supervisor, Pharmacy Systems, SaaS Support, Support Team Lead, Technical Support Lead