Job/Soft skill training

Cafeteria

Health insurance

International/On-site exposure

Child care facility

Office cab/shuttle

Toothsi Reviews by Employees

Inside Sales Specialist

Sales Specialist

Inside Sales Executive

Dentist

CAD Engg

Team Lead

Operations Manager

Business Development Manager

Sales Executive

Associate Dentist

Operations Executive

Sales Manager

Assistant Manager

Customer Support Executive

Key Accounts Executive

Design Engineer

Cadd Engineer

Sales

Product Manager

HR Executive

Softwaretest Engineer

Counsellor

Team Manager

Skin Therapist

Assistant Manager- HR

Assistant Team Leader

Senior Counsellor

Sales Officer

Associate Dental Surgeon

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

Mumbai

ToothSi - Head - Customer Support & Operations - makeO 

Job Description for ToothSi - Head - Customer Support & Operations - makeO  in MakeO in  Mumbai for (8-12) years of experience. Apply Now!

ToothSi - Head - Customer Support & Operations - makeO  | iimjobs.com