Zyla Health - Team Lead - Customer Support

Description:

- Zyla Health is Indias 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:

- The ideal candidate will be responsible for driving customer satisfaction, improving team performance, and ensuring the team follows best-in-class support practices.

- Youll 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:

Customer Experience Management:

Operational Coordination:

Appointment & Service Scheduling:

- Optimize technician schedules and resource allocation to improve efficiency and customer satisfaction.

Process Compliance:

SOP Creation & Implementation:

- Continuously refine workflows based on feedback and performance data.

CRM Tool Implementation:

- Ensure proper data migration, team onboarding, training, and ongoing improvements aligned with business needs.

Performance Management:

- Monitor productivity, turnaround time, and customer sentiment to drive continuous improvement.

Training & Development:

We are looking for people who:

- 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 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.