Customer Support Team Lead

About Zyla (www.zyla.in)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, Astra Zeneca, 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.

Why will you love working with us?We are India's leading AI-powered care management platform.

Our vision is to be the de-facto healthcare expert in every home, providing access to the most personalized & real-time care to improve the quality & longevity of lives.

Zyla takes a clinical approach to provide hyper-personalized and real-time care delivered by an able team of experienced doctors & medical experts to improve the health outcomes of the user.

We have the finest talent across technology, data science, medicine, and management, and a product with an NPS of +70 We are one of the highest-rated Medical apps on the Google Play store (4.8+ consistently) and have been recognized by Google across Google App Excellence, Launchpad, and APAC programs.

Top-notch investors from India and the USA support us.

We proudly boast about our work culture, at the core of which lies user-centricity and the highest quality of empathy.

At Zyla, you will meet the diverse talent that has come from the most reputed institutes and work organizations.

Together, we set out to build the future of healthcare in India.

Job Summary: We are seeking a proactive and experienced Customer Support - 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 Success team to deliver exceptional service to our customers.

Performance Management: Set clear performance goals for the team and track KPIs such as retention rates, Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT).

Training & Development: Plan and conduct regular training sessions, workshops, and upskilling initiatives to ensure team members remain knowledgeable and effective.

Process Compliance: Ensure adherence to customer success best practices and internal protocols across all interactions.

SOP Creation & Implementation: Develop and implement new Standard Operating Procedures (SOPs) to enhance customer support operations and ensure consistency in service delivery.

We are looking for people who: Proven experience in a customer support or customer success leadership role.

Strong understanding of customer experience metrics and tools.

Excellent communication, coaching, and conflict-resolution skills Ability to create and implement scalable support processes.

Strong analytical skills with a data-driven mindset.

Experience in tech-based customer support teams.

Familiarity with CRM and ticketing systems like Zendesk, Freshdesk, or Salesforce.

What we 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.

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