Dental Clinical Support Team Lead - Australia

The role

You will lead a team of agents handling complex dental inquiries through live chat, phone calls, and other communication channels. You will oversee daily operations, manage customer escalations, and improve support process efficiency.

What you will do

• Supervise and coach a team of front line agents focused on assisting customers with dental products, services and tools
• Understand, track and report on KPIs including productivity, accessibility and quality
• Uphold performance standards and deliver feedback in 1:1s
• Perform interaction quality audits and deliver actionable agent feedback
• Collaborate with the CX Enablement team to build out SOPs
• Identify operational bottlenecks and propose scalable solutions to CX Leadership
• Use non-standard approaches and root cause analysis to resolve issues
• Use analyses to identify, prioritize and recommend solutions to improve customer experience
• Foster a positive, collaborative, performance-driven team environment

Required qualifications

• 2+ years of frontline leadership experience in customer service
• 1+ years of direct people management or supervisory experience as a titled manager
• Proven ability to manage, coach and develop a team
• Ability to handle escalated customer issues
• Basic understanding of tech platforms
• Ability to learn new platforms quickly
• Comfort operating in ambiguous, high-velocity environments
• Willingness to fix problems in a hands-on manner
• Intellectual curiosity and a data-driven mindset

Nice to have

• Previous experience in a healthcare or clinical setting
• Familiarity with the dental industry or prior experience in dentistry
• A positive attitude, sense of humor, and ability to foster a fun and engaging team culture
• Prior experience with Zendesk

Benefits

• healthcare
• dental
• mental health support
• parental planning resources
• retirement savings options
• generous paid time off

About the company

Dandy is building the operating system for dental offices around the world to simplify and modernize the dental industry through technology.