Zyla Health - Team Lead - Customer Success & Operations

• 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. , 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.