Customer Support Team Lead

3 days ago

Gurgaon, India Zyla Health Full time
Customer Success Lead

In-office role, GurgaonAbout Zyla ( )

Zyla Health is India’s highest-rated personalized care management platform focused on improving health outcomes. Zyla enables care at scale for insurers and employers through its human-assisted AI on the 24x7 conversational Zyla app (consistently rated 4.7+). Some of our clients include Aditya Birla, Max Life, Care Insurance, HDFC Ergo, IBM, Godrej, Jindal Steels, DHL, Tata Steel, AstraZeneca, Pfizer.

Care implemented by Zyla spans across medical, physical and mental health needs, and powered by a complete in-house team of Doctors and experts as well as our proprietary AI engines - Athena, Lea and Iris. The care starts with a detailed health risk assessment of the population followed by personalized care journeys ranging from chronic disease management to wellness programs.

How you will make an impact:

Team Leadership: Lead, motivate, and develop a high-performing team of 10 customer support representatives.Quality and Customer Experience: Foster a culture of excellence, ensuring the team delivers exceptional customer experiences and resolves issues efficiently.Process Improvement: Analyze and redefine processes to enhance efficiency, productivity, and customer satisfaction.Performance Management: Monitor and evaluate team performance, providing constructive feedback, coaching, and development opportunities.Metrics and Reporting: Track and analyze key performance indicators (KPIs), such as First Call Resolution (FCR), Customer Satisfaction (CSAT), and Average Handling Time (AHT).Training and Development: Design and deliver training programs to enhance team skills, knowledge, and performance.Communication and Collaboration: Foster open communication within the team, across departments, and with external stakeholders.Escalation Management: Handle complex customer escalations, ensuring prompt resolution and maintaining a positive customer experience.Knowledge Management: Develop and maintain a knowledge base, ensuring that team members have access to accurate and up-to-date information.

We are looking for people who:

Proven experience (4+ years) in customer support.Strong interpersonal and communication skills, both verbal and written.Ability to handle challenging customer situations with empathy and professionalism.Proficient in support tools like Zoho, Zendesk, Freshdesk, or similar CRM platforms.Analytical mindset with the ability to interpret data and make informed decisions.Demonstrated ability to prioritize and manage multiple tasks in a fast-paced environment.

Offer:Opportunity to directly work on a very innovative product that has a big societal impact.Opportunity to work with a cross-functional team consisting of leading medical brains, tech geeks, operations gurus.An open set-up where you can innovate every day.Strong sales incentive structure and attractive stock options.

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