Job
Description
Lead- Customer Support & Operations In-office role, Gurgaon 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, 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. 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 folk 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 refine 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 7+ experience in a customer support or customer success leadership role. Strong understanding of customer experience metrics and tools. 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. 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.
