Team Lead

3 weeks ago

Gurugram, India Zyla Health 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.g., 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.

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