Zyla Health

2 weeks ago

Gurugram, India ZYLA Healthcare Pvt Ltd Full time

- 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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