Job description
Reliance Health’s mission is to make quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria, Egypt, Senegal and beyond, we offer comprehensive health plans tailored to both employers’ and employees’ needs through an integrated approach that includes telemedicine, affordable health insurance, and a combination of partner and proprietary healthcare facilities. By leveraging advanced technology, we are transforming the healthcare landscape, making it more efficient and accessible for everyone.
We are looking to hire a Manager, Customer Success to lead our frontline support team and ensure consistent, high-quality service delivery across all customer channels. You will oversee day-to-day operations of the call centre, drive performance, manage quality, and improve internal processes to deliver an excellent support experience. This role involves close collaboration with cross-functional teams to align service operations with company goals and ensure the team consistently meets its SLAs.
As a Manager of Customer Success, you will:
Manage daily call centre operations and ensure frontline teams are equipped to meet service delivery goals
Oversee staffing, scheduling, and shift planning to maintain adequate coverage across all support channels
Track, analyze, and report on key performance metrics such as SLA, CSAT, FCR, and contact ratio
Use data insights to identify trends, root causes, and areas of improvement in support delivery
Implement processes and tools to improve agent productivity and streamline operations
Conduct regular quality assurance reviews and drive continuous coaching for agents and supervisors
Ensure compliance with standard operating procedures and escalation protocols
Collaborate with Product, Claims, Provider and other teams to resolve service bottlenecks and customer pain points
Support the onboarding, training, and performance development of new hires and existing team members
Maintain a high standard of communication within the team, ensuring updates and feedback loops are consistent
Lead or support cross-functional projects aimed at improving customer service
7+ years of experience in customer support or operations, with at least 3 years in a managerial role
Proven track record of leading high-performing customer support or call centre teams
Strong understanding of support operations, including SLAs, CSAT, FCR, and contact management across multiple channels
Experience with support tools and systems such as Zoho or similar platforms
Excellent communication, leadership, and problem-solving skills
Ability to work cross-functionally and drive process improvements
Data-driven mindset with experience using metrics and reporting to inform decisions
Comfortable working in a fast-paced and dynamic environment
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here’s what you’ll enjoy:
- Remote-First Environment
Work from anywhere while staying connected to a vibrant, collaborative team.
- Competitive Salary and Benefits We offer a salary that’s benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded.
- Premium Health Insurance
Comprehensive health coverage for you and your family, because your well-being comes first.
- Unlimited Leave
Take the time you need when you need it—no limits, no questions.
- Meaningful Impact
Play a key role in transforming customer experiences and shaping healthcare innovation.
- Collaborative Work Culture
Join a supportive, inclusive, and team-focused environment that celebrates diversity.
- Growth Opportunities
Access tools, mentorship, and resources to elevate your skills and career.
- Learning & Development Allowance
We provide an allowance to support your ongoing professional growth and skill enhancement.
This is more than a job—it’s a chance to grow, thrive, and make a real difference. At Reliance Health, your journey matters.
