Senior Reliance Care Associate
Remote
About Us
Job Description
Great customer support doesn't happen by chance. Someone has to check the work, coach the team, and fix what slows them down.
About Reliance Health
We're a healthcare technology company of 400+ people using technology to make healthcare affordable, accessible, and delightful in emerging markets. We operate across Nigeria, Egypt, Senegal, and Côte d'Ivoire, with 300,000 people depending on us for their healthcare. We're one of Time Magazine's World's Top Healthtech Companies (2025).
We're a data-driven team that values ambitious thinking, simple communication, and working without micromanagement. We move fast, learn by doing, and our diverse team spans multiple nationalities and backgrounds.
The Role
As our Senior Reliance Care Associate, you'll lead quality across our phone, chat, and email support. You'll review customer conversations, build scorecards, and coach a team of 10 or more agents to do their best work. You'll handle the tricky cases, use data to spot problems early, and set up Zoho Desk so the team can respond faster. If you enjoy helping people get better at what they do, this role is for you.
What You'll Do
- Review phone, chat, and email conversations against our quality standards
- Build scorecards and run regular audits to find what needs to improve
- Lead, coach, and train a team of 10+ support agents through regular one-on-ones
- Handle complex and escalated customer cases with our medical, claims, and operations teams
- Track SLAs, turnaround times, and metrics like CSAT, AHT, FCR, and QA scores, and report to leadership
- Set up Zoho Desk workflows, automations, ticket routing, and templates to speed up the team
- Write and update the team's standard operating procedures (SOPs)
What You'll Bring
- Bachelor's degree in any discipline
- Completed NYSC or have a valid exemption letter
- At least 3 years in customer support operations, including 1-2 years in quality assurance
- Experience leading or supervising a team of 5 or more people
- Experience with a ticketing or helpdesk tool such as Zendesk, Freshdesk, Intercom, or Zoho Desk
- Good Excel or Google Sheets skills, including formulas, reports, and charts
- Live in Lagos, Port Harcourt, or Abuja, and be able to come into the office when needed
Nice to Have
- Experience with Zoho Desk specifically
- Experience in health tech or health insurance
- Experience with data analysis or basic SQL
- Experience setting up automations and workflows in support software
What We Offer
- Salary: ₦297,148.71 monthly
- Remote role based in Nigeria
- Unlimited leave – take the time you need
- Premium health insurance for you and your family
- Learning and development allowance to support your growth
Ready to Join Us?
If this sounds like you, we'd love to hear from you. Apply today.
This is a remote position.
