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Assistant Manager, Customer Service

5 minutes ago

Bangkok, Bangkok, Thailand DOCTOR ANYWHERE OPERATIONS PTE. LTD. Full time

About the team

Regional Growth (TH)

The Regional Growth team in Thailand plays a key role in Doctor Anywhere's mission to expand access to healthcare. We focus on building strategic local partnerships to grow our presence beyond Singapore and are dedicated to improving healthcare accessibility for millions of Thai users.

About the role

We are seeking an Assistant Manager, Customer Service based in Bangkok who will be responsible for leading day-to-day contact centre operations, managing service performance, and developing a high-performing customer service team.

You will have strong people-management capabilities, a customer-centric mindset, and the ability to operate effectively in a fast-paced, start-up environment. The ideal candidate demonstrates ownership, resilience, and a passion for service excellence while being comfortable navigating ambiguity and change.

This role reports directly to the General Manager, Thailand.

A summary of the key responsibilities are as follows

  • Lead, coach, and support Customer Service Executives to deliver consistent, high-quality service across all customer touchpoints
  • Plan, monitor, and manage daily contact centre operations to ensure service level agreements (SLAs) and Objective Key Results (OKRs) are consistently met
  • Oversee hiring, onboarding, training, and continuous coaching of customer service staff to maintain operational readiness and service standards
  • Establish, implement, and continuously improve Contact Centre Standard Operating Procedures (SOPs), ensuring strong adherence and governance
  • Facilitate and organize training and refresher sessions on new or updated healthcare products, policies, workflows, and systems
  • Investigate, manage, and resolve customer complaints and escalations in a timely, professional, and customer-centric manner, including direct escalations from corporate and insurance partners
  • Collaborate closely with internal stakeholders (Medical Ops, Product, Tech, Insurance, Corporate BD, Medical Staff, Finance, Marketing) to resolve issues and improve end-to-end service delivery
  • Proactively identify service gaps, operational risks, and improvement opportunities, and recommend practical solutions
  • Prepare regular operational, performance, and quality reports for management and key stakeholders
  • Support workforce planning, shift scheduling, and resource optimization to meet business demand
  • Drive a culture of accountability, continuous improvement, and customer obsession within the team
  • Assist with administrative tasks and ad-hoc operational projects as required

About you

  • Bachelor's Degree in a relevant discipline with at least 5 years of experience leading a Customer Service or Contact Centre team
  • Proven experience handling Employee Benefits / Insurance Group policies is required
  • Strong people-management and coaching skills, with experience developing Team Leads and frontline staff
  • Comfortable managing multiple priorities in a fast-paced operational environment
  • Strong analytical skills, including hands-on experience with Microsoft Excel reporting (e.g. pivot tables)
  • Excellent communication and coordination skills, with the ability to engage stakeholders at all levels
  • Fluent in written and conversational English.
  • Demonstrates a calm, solution-oriented mindset when handling complex cases and escalations
  • Willing to thoroughly learn and understand healthcare products, plans, and policies
  • High integrity with strong ownership and accountability for outcomes
  • Able to work shift hours, including nights, weekends, and public holidays when required as agreed with the team.
  • Experience working in a tech startup or high-growth environment is a plus
  • A start-up attitude — you take full ownership of your work, step outside your comfort zone, and embrace new challenges
  • Comfortable with ambiguity and change — we're still growing, and evolving together is part of the journey

About Doctor Anywhere

Doctor Anywhere (DA) is a regional tech-enabled, omnichannel healthcare provider delivering care to 2.5 million users across 6 countries in Southeast Asia. Founded in 2017 with a mission to make healthcare simple, accessible, and efficient for all, DA leverages technology to enable individuals towards preventive, long-term health via holistic offerings including our telehealth app, physical clinics and pharmacies, mental wellness, specialist consults, and also an online health & wellness marketplace for supplements, healthy snacks, home-based health screening and vaccinations.

DA's goal is to build a regional digital healthcare ecosystem, advanced by the 3,000 GPs and specialists within our regional network, over 1,000 corporate organisations, and 25 regional insurers we work with. Grounded in our motto "Keep Going, Keep Growing", our team strives towards excellence, with innovation and collaboration at our core, and values diversity in perspectives brought by every member. Join us in our mission to transform Southeast Asia's healthcare future