Customer Service Manager

About the Company : Luma Fertility is a next-generation fertility company founded by second-time entrepreneur Neha Motwani and backed by Peak XV Partners. We are redefining fertility care through science, compassion, and clinical excellence, combining cutting-edge reproductive medicine with deeply personalized patient support. Our mission is to make fertility care more transparent, data-driven, and emotionally supportive. You can explore more about us at About the Role : We are looking for a compassionate and results-driven Outbound Call Specialist to connect with prospective and existing patients. The ideal candidate will be responsible for initiating outbound calls, nurturing leads, scheduling consultations, and ensuring a seamless patient experience. This role requires strong communication skills, empathy, confidentiality, and the ability to handle sensitive conversations with professionalism. Responsibilities : Make outbound calls to prospective patients who have inquired about fertility services Follow up on website leads, social media inquiries, and referral contacts Educate patients about Luma Fertility’s services, treatment options, and consultation process Schedule appointments and coordinate with the clinical team Maintain accurate call records and update CRM systems Handle patient concerns with empathy and professionalism Meet daily/weekly call and conversion targets Support marketing campaigns through follow-up outreach Qualifications : 1–3 years of experience in outbound calling, telemarketing, or inside sales Experience in healthcare, fertility, or medical services (preferred) Excellent verbal communication and interpersonal skills High level of empathy and emotional intelligence Ability to handle sensitive information with confidentiality Basic CRM and MS Office proficiency Goal-oriented with strong follow-up skills Required Skills : Customer focus Integrity Continuous Learning Open Communication/ Collaboration Innovation Empathy Pay range and compensation package : Competitive Salary and comprehensive benefits package. Opportunity to shape the future of healthtech and make a significant impact. Collaborative and supportive work environment that encourages innovation and growth. Professional development opportunities and career advancement prospects. Equal Opportunity Statement : Luma Fertility is committed to diversity and inclusivity in the workplace.