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Zyla Health - Team Lead - Customer Success & Operations

ZYLA Healthcare Pvt LtdGurugram, India

19 days ago

Job description

We are seeking a proactive and experienced Customer Success & Operations Team Leader to guide, mentor, and support our customer success team.

The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices.

You'll play a pivotal role in creating SOPs, improving KPIs, and maintaining a high standard of service excellence.

How you will make an impact :

Team Leadership & Supervision : Lead, motivate, and mentor the Customer Support and Operations team to ensure seamless service delivery and consistent operational execution.
Customer Experience Management : Drive superior customer service by ensuring timely resolution of queries, maintaining high CSAT, NPS, and customer retention metrics.
Operational Coordination : Oversee and coordinate daily operations including appointment scheduling with partner labs, managing logistics for sample pickups, and ensuring SLAs are met across the board.
Appointment & Service Scheduling : Streamline appointment booking processes with labs and customers.
Optimize technician schedules and resource allocation to improve efficiency and customer satisfaction.
Process Compliance : Ensure adherence to standard operating procedures, internal quality controls, and data handling protocols across all customer and operational touchpoints.
SOP Creation & Implementation : Design, document, and implement scalable SOPs for both support and operations processes.
Continuously refi ne workflows based on feedback and performance data.
CRM Tool Implementation : Lead the implementation and optimization of a CRM tool to improve case management, customer visibility, and team productivity.
Ensure proper data migration, team onboarding, training, and ongoing improvements aligned with business needs.
Performance Management : Track and report key performance indicators (KPIs) across both support and operations.
Monitor productivity, turnaround time, and customer sentiment to drive continuous improvement.
Training & Development : Organize regular training programs and workshops for the team to enhance product knowledge, operational fluency, and customer handling skills.

We are looking for people who :

Proven 5+ experience in a customer support or customer success leadership role.
Strong understanding of customer experience metrics and tools.
Advanced Microsoft Excel working knowledge is highly required.
Are excellent communicators with a knack for coaching, cross-functional coordination, and problem-solving.
Have experience implementing and managing CRM / ticketing systems (e. , Zendesk, Freshdesk, Salesforce) including workflows and automation.
Can build and implement scalable support and operational processes.
Possess strong analytical skills and a data-driven approach to performance monitoring.
Have experience working in tech-enabled customer support and operations environments.

(ref : iimjobs.com)

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Team Lead • Gurugram, India