Customer Support & Escalations Manager

smiles.ai; Bengaluru; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Dezy is hiring a Customer Support & Escalations Professional to own end-to-end coordination and resolution of orthodontic treatment queries and escalations. You will work across patients, doctors, clinic teams, and the aligner manufacturing team to ensure smooth treatment planning, manufacturing, and delivery.

You will also own specialist rostering across clinics, ensuring doctors are available and roster changes are managed seamlessly, with a focus on fast, data-driven problem solving and

Qualifications

• BDS or MDS preferred but not mandatory.
• 1–4 years in dental operations, treatment coordination, or healthcare support.
• Excellent communication and stakeholder-management skills.
• Strong problem-solving and escalation-management abilities.
• Able to coordinate with doctors, clinics, and manufacturing teams.
• Detail-oriented with multi-case management.

Responsibilities

• Own and resolve customer queries for orthodontic treatments.
• Coordinate treatment planning, manufacturing, and delivery.
• Collaborate with doctors, clinics, and manufacturing teams.
• Manage specialist rostering across clinics.
• Maintain SOP adherence and improve workflows.
• Track cases, escalations, delays, and performance metrics.

Skills

Communication

Stakeholder management

Escalation management

Coordination

Problem solving

Attention to detail

SOPs & workflows

Dashboards & metrics

Education

BDS/MDS preferred

Job description

Customer Support & Escalations Professional

About the Role

Dezy is hiring a Customer Support & Escalations Professional to own the end-to-end coordination and resolution of treatment-related queries and escalations.

This role sits at the intersection of patients, doctors, clinic teams, and the aligner manufacturing team, ensuring that braces and aligner treatments move smoothly from treatment planning through delivery and execution.

The role will also own specialist rostering across clinics, ensuring the right doctors are available at the right locations and that roster changes are managed seamlessly.

Why This Role Is Different

• Own the customer experience for orthodontic treatments across the entire treatment journey, from treatment not started to active treatment.
• Work closely with specialists, clinic teams, and the aligner manufacturing team to ensure timely treatment delivery.
• Act as the key point of coordination for aligner and braces treatment execution.
• Identify operational bottlenecks and drive them to closure.
• Handle and resolve orthodontic customer escalations with strong ownership and structured follow-up.
• Own specialist rostering across clinics, including doctor movement and roster changes between locations.
• Work in a fast-paced, technology-enabled environment with a direct impact on patient experience and treatment outcomes.

Requirements

• BDS/MDS preferred, but not mandatory.
• 1–4 years of experience in dental operations, treatment coordination, customer support, or a similar healthcare role.
• Excellent communication and stakeholder-management skills.
• Strong problem-solving and escalation-management abilities.
• Comfortable coordinating simultaneously with doctors, clinic teams, manufacturing teams, and customers.
• Strong attention to detail and ability to manage multiple cases and operational priorities.
• Comfortable working with SOPs, digital workflows, dashboards, and performance metrics.

Key Responsibilities

1. Customer Support

• Own and resolve customer queries related to orthodontic treatments.
• Handle cases where treatment has not yet started as well as cases involving active treatment.
• Ensure customers receive timely updates and clear communication throughout the treatment journey.

2. Treatment Delivery Coordination

• Coordinate between specialists, clinic teams, and the manufacturing team.
• Ensure timely treatment planning, manufacturing, delivery, and execution of aligner and braces treatments.
• Identify delays or bottlenecks and proactively drive resolution.
• Identify, track, and resolve customer and treatment-related escalations.
• Ensure timely closure of escalations with proper follow-up.
• Maintain proactive communication with all relevant stakeholders.

4. Doctor & Specialist Coordination

• Work closely with orthodontists and specialists to ensure treatment-related requirements are completed on time.
• Coordinate appointments, treatment requirements, deliveries, and follow-ups.
• Ensure smooth communication between doctors and clinic teams.

5. Specialist Rostering

• Own the specialist roster across clinics.
• Ensure adequate doctor availability based on treatment requirements and clinic demand.
• Manage doctor movement and roster changes between locations.
• Ensure roster adherence and minimize treatment disruptions caused by availability gaps.

6. Cross-functional Coordination

• Collaborate with clinic operations, specialists, manufacturing, customer support, and other internal teams.
• Ensure seamless coordination across teams for timely treatment delivery and resolution of operational issues.

7. Process & SOP Adherence

• Ensure orthodontic treatment coordination and escalation handling follows defined SOPs and service standards.
• Identify process gaps and contribute to improving workflows and operational efficiency.

8. Reporting & Performance Management

• Track open cases, escalations, treatment delays, roster adherence, and resolution timelines.
• Maintain accurate operational data and dashboards.
• Use performance metrics to identify recurring issues and improve overall treatment operations.

What Success Looks Like

• Faster resolution of customer and treatment-related escalations.
• Minimal treatment delays caused by coordination gaps.
• Smooth coordination between patients, doctors, clinics, and manufacturing teams.
• High adherence to specialist rosters and clinic requirements.
• Improved customer experience throughout the orthodontic treatment journey.
• Strong visibility and control over open cases, escalations, and treatment timelines.