Head Customer Support
- Toothsi
- 10 - 15 years
- Mumbai
- 28 days ago
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Job Description
About Makeo (Toothsi | Skinnsi):
Makeo is India's leading clinical beauty platform offering personalized at-home and in-clinic solutions via its brands Toothsi (dental care) and Skinnsi (dermatology). With tech-led solutions, Makeo is redefining the way Indians approach beauty and self-care.
Role Overview:
We are seeking an experienced and dynamic Customer Support Head to lead and manage the end-to-end customer service operations for our dental (Toothsi) and skin (Skinnsi) verticals. The ideal candidate will drive excellence in service delivery, enhance customer satisfaction, and streamline support processes across voice, chat, email, and social media.
Key Responsibilities:
Customer Support Strategy & Leadership
- Own and drive the overall customer service strategy, KPIs, and targets.
- Build, scale, and manage a high-performing customer support team (inbound & outbound).
- Set clear SLAs, response time benchmarks, and customer satisfaction targets (CSAT, NPS).
- Collaborate closely with sales, operations, tech, and marketing for cross-functional initiatives.
Operational Excellence
- Monitor and analyze customer service metrics and dashboards daily.
- Drive improvements in first call resolution, turnaround time, and quality of service.
- Ensure CRM systems, IVR, and ticketing tools are optimized and up to date.
- Oversee partner/vendor performance if outsourced call centers are involved.
People & Team Management
- Hire, train, mentor and evaluate customer support managers, TLs, and agents.
- Conduct regular coaching sessions, feedback loops, and performance reviews.
- Foster a customer-first culture across the organization.
Voice of Customer (VOC) & Escalation Handling
- Monitor escalation queues and handle high-priority cases personally.
- Analyze VOC trends to recommend product, policy, or process improvements.
- Share regular customer insight reports with leadership.
Key Requirements:
- 812 years of experience in customer support; at least 4+ years in a leadership role.
- Experience in D2C, consumer tech, beauty, healthcare, or e-commerce preferred.
- Strong command of CRM platforms (Zendesk, Freshdesk, Salesforce, etc.).
- Proven ability to handle high volumes of customer interactions with empathy and efficiency.
- Excellent communication, analytical, and leadership skills.
Nice to Have:
- Experience in scaling support teams from 50 to 200+ agents.
- Familiarity with multilingual support operations across India.
- Exposure to handling in-app/chat-based customer service in mobile-first businesses.
Why Join Us?
- Be part of Indias fastest-growing beauty-tech startup.
- Work with a passionate and customer-obsessed leadership team.
- Competitive compensation + ESOPs + high-growth environment.
Job Classification
Industry: Medical Devices & EquipmentFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Head - Customer SuccessEmployement Type: Full timeContact Details:
Company: ToothsiLocation(s): Mumbai
Keyskills: Head of Customer Support Customer Support Manager D2C Customer Support Customer Experience Leader Support Operations Lead CX Head Contact Center Head Customer Service Head
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