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Senior Reliance Care Associate

3 months, 2 weeks ago
Nigeria
Full-time
Senior
Customer Support
Customer and Technical Support
SQL
Apply Now
Reliance Health

Reliance Health

Reliance Health provides innovative healthcare benefits designed to enhance the well-being of employees in emerging markets, offering comprehensive health plans that include access to virtual medical consultations and home delivery of prescriptions.

Health Care Providers & Services
251-1K
Founded 2016
$46M raised
View All Jobs 25

Description

  • Monitor the quality of customer conversations across phone, chat, and email to ensure service standards are met.
  • Create and maintain scorecards, run audits, and identify quality gaps and improvement opportunities.
  • Ensure team compliance with internal procedures and service level agreements (SLAs).
  • Lead, support, and coach a team of 10 or more customer support agents.
  • Hold regular one-on-one meetings, provide feedback, and create development plans for team members.
  • Train agents to handle difficult customer situations and manage senior-level escalations.
  • Manage complex customer cases, including multi-issue and emergency scenarios, and coordinate with medical, claims, and operations teams.
  • Follow up on unresolved cases to ensure proper closure and resolution.
  • Use data to analyze trends and performance, and build reports and dashboards covering CSAT, AHT, FCR, QA scores, SLAs, and turnaround times.
  • Set up and manage Zoho Desk workflows, automation, ticket routing, templates, macros, and SOPs to improve support efficiency.

Requirements

  • Bachelor's degree in any discipline.
  • Must have completed NYSC or hold a valid exemption letter.
  • Minimum 3 years of experience in customer support operations.
  • Minimum 1–2 years of experience in quality assurance, including scorecards and coaching.
  • Experience leading or supervising a team of 5 or more people.
  • Experience using ticketing or helpdesk software such as Zendesk, Freshdesk, Intercom, or Zoho Desk.
  • Strong Excel or Google Sheets skills, including formulas, reporting, and charts.
  • Strong written and spoken communication skills.
  • Experience with Zoho Desk is preferred.
  • Experience in health tech or health insurance is preferred.
  • Experience with data analysis or basic SQL is preferred.
  • Experience setting up automation and workflows in support software is preferred.

Benefits

  • Remote-first work environment.
  • Competitive salary and industry-benchmarked benefits.
  • Premium health insurance for you and your family.
  • Unlimited leave.
  • Collaborative and inclusive work culture.
  • Growth opportunities with tools, mentorship, and resources.
  • Learning and development allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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