Customer Care Lead

The Air Station (subsidiary of Easmed) supplies world-class continuous positive airway pressure (CPAP) technology, and a one-stop solution for all your Sleep Care and Sleep Apnea needs, from diagnostic to therapy. We provide ground-breaking innovations in sleep therapy at affordable prices to help you breathe easy at night.

Why this role matters :

We're on a mission to improve lives through better sleep. Our company provides innovative products for sleep apnea, sleep therapy, and overall sleep health. As we grow across Southeast Asia, we're looking for a

Customer Care Lead

to help us build our call center and deliver amazing customer experiences.

As our Customer Care Lead, you'll build and manage a small call center team (initially 2 agents). Your focus will be on

outbound outreach

, customer support, and helping us promote our products to healthcare professionals and patients.

This is a key role in building strong customer relationships, driving outreach, and improving access to sleep health solutions.

What you do?

• Set up and run our call center operations (outbound calls, inbound support, emails).
• Lead and support a small team.
• Make outbound calls to healthcare professionals and patients to promote products and services.
• Conduct market research and help identify new leads or trends.
• Train, coach, and manage your team to deliver great customer service.
• Create processes and workflows for handling calls, emails, and follow-ups.
• Work closely with the Sales, Clinical teams and overall Regional team to stay aligned.
• Track performance using key metrics (e.g. call volume, conversion rates, satisfaction scores).
• Collect customer feedback to help improve products and services.
• Use tools and tech to make the support experience faster and better.

Who you are

experience in outbound calling, telesales, or telemarketing

healthcare, medical devices, or a related field

(preferred and highly valued)

doctors, clinics, and patients

professionally

customer service or call center team