Walk-in || Customer Delight Executive - US Operations

Customer Delight Executive - US Operations (India-based)

Hyderabad | Full-time | On-site | US Shift

About us

We are a developmental health and wellness brand operating across India and the United States. We support parents, families, and clinicians with advanced diagnostics and structured care coordination. Our US customer base is served by an India-based team operating on US business hours.

The Role

You will be the first point of contact for US-based customers reaching us through digital channels, referrals, and inbound enquiries. You will handle intake, book services, coordinate logistics, and route complex cases to the appropriate specialist. All interactions are conducted in English and must meet the communication and compliance standards required for a US healthcare-adjacent customer base.

What you will do

• Handle inbound calls and digital enquiries from US-based customers, primarily in English
• Book routine diagnostic services, capture intake information accurately, and confirm logistics
• Route high-value or clinically complex enquiries to the US-facing Business Development or Genetic Counselling team with a complete, warm handoff
• Follow up on open leads via call and WhatsApp or email cadences suited to US time zones
• Adhere to HIPAA-aware call handling practices, including all-party recording consent scripts and data handling protocols
• Log every interaction in the CRM with full accuracy
• Meet daily and weekly booking targets

What we are looking for

• 1 to 3 years of experience in customer service, inbound calling, BPO, or patient coordination, with demonstrated experience handling US or international customers
• Accent-neutral English with strong verbal communication confidence; ability to sustain a professional tone across emotionally sensitive conversations
• Familiarity with healthcare, diagnostics, or wellness, either through prior work or educational background
• Awareness of or willingness to be trained on basic HIPAA call-handling requirements
• CRM discipline and organised follow-up habits
• Comfortable working US business hours from Hyderabad, including night or late evening shifts

What does not fit this role

• Candidates without experience handling English-language customer interactions at a professional level
• Candidates uncomfortable with US-shift timing on a sustained basis
• Candidates with no exposure to healthcare or a similarly trust-sensitive, regulated industry

What we offer

• Fixed monthly salary with a US-shift premium over domestic-process pay
• Performance-based incentives on booking targets
• Full HIPAA-aware training and product onboarding before going live
• Structured growth path within the US operations pod

Working hours

Monday to Saturday. US business hours shift from Hyderabad. Shift timing confirmed at offer stage.