Jobs
Interviews
Healthcare logo

ToothSi - Head - Customer Support & Operations - makeO

812 years

0 Lacs

Mumbai Metropolitan Region

Posted:2 weeks ago| Platform: Linkedin logo

Apply

Skills Required

support cutting technology service chat drive strategy vision leadership automation crm efficiency escalation management governance collaboration marketing resolve reporting data reports freshdesk zendesk healthcare solver

Work Mode

On-site

Job Type

Full Time

Job Description

About MakeO

makeO is India's largest clinical beauty platform, housing brands like toothsi (clear aligners) and skinnsi (aesthetic dermat services). We combine cutting-edge technology with clinical expertise to deliver seamless, at-home and in-clinic smile and skin transformations.

Role Overview

As the Head of Customer Support & Operations, you will lead and scale our customer service and post-sales operations across channels (voice, chat, email, social, etc.). Your goal will be to drive customer satisfaction, optimize support processes, and create a world-class service experience that reflects our brand promise.

Key Experience Strategy

  • Define and implement the vision and strategy for customer support and operations
  • Build SOPs to ensure quick resolution and consistent experiences across all touchpoints

Team Leadership

  • Lead, mentor & scale a team of 100+ support agents, team leads, and ops managers
  • Define KPIs, run regular performance reviews, and drive accountability

Process Excellence & Automation

  • Identify gaps in the support journey and fix root causes
  • Leverage tools and technology (e.g., CRM, chatbots, IVR) for process automation and efficiency

Escalation Management

  • Set up strong escalation SOPs and governance for resolution TATs
  • Directly handle critical issues impacting customer trust or revenue

Cross-functional Collaboration

  • Work with Tech, Product, Marketing & Clinical teams to resolve systemic issues
  • Support new launches and initiatives with scalable customer support frameworks

Reporting & Insights

  • Drive data-led insights to reduce complaint rates, improve CSAT/NPS
  • Publish dashboards and weekly/monthly support reports to senior leadership

Key Requirements

  • 812 years of experience in customer support, with at least 3+ years in a leadership role
  • Experience managing large in-house or outsourced customer support teams
  • Strong understanding of CRM tools (e.g., Freshdesk, Zendesk, Salesforce)
  • Background in healthcare, beauty-tech, e-commerce, or consumer services is a plus
  • Problem-solver, customer-obsessed, and highly execution-driven
(ref:iimjobs.com)

More Jobs at Healthcare

Director - Medical Coding

noida, uttar pradesh

8.0 - 12.0 yrs
|

Salary: Not disclosed

ToothSi - Head - Customer Support & Operations - makeO

Mumbai Metropolitan Region

812.0 - 812.0 yrs
|

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Google Play App Store
coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now
Healthcare logo
Healthcare

RecommendedJobs for You

Healthcare logo

ToothSi - Head - Customer Support & Operations - makeO

Healthcare

Mumbai Metropolitan Region

Healthcare logo

ToothSi - Head - Customer Support & Operations - makeO

Healthcare

Mumbai Metropolitan Region