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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 Responsibilities
Customer 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
Skills
Customer ExperienceCustomer Service HeadCustomer ServiceCustomer SupportOperationsCustomer SatisfactionCustomer ServiceIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
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