ToothSi - Head - Customer Support & Operations - MakeO

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

- 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