APAC Clinical Support Lead — Remote & Multisite

dandy; Sydney; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Healthcare

Dental

Mental health support

Parental planning resources

Retirement savings options

Generous paid time off

Job summary

Dandy is seeking a Clinical Support Team Lead in Australia to guide a distributed CX and lab-tech team across APAC. You’ll coach front‑line staff, manage KPIs, and ensure high‑quality patient interactions while aligning coverage across time zones.

You’ll partner with cross‑functional teams, optimize processes, perform QA, and develop SOPs. A data‑driven leader with healthcare familiarity is preferred; remote work across Australia is required.

Qualifications

• 2+ years of front-line leadership experience in customer service.
• 1+ years of direct people management or supervisory experience as a titled manager.
• Experience leading a distributed or multi-site team.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• Customer service experience with de-escalation and solutions-oriented approach.

Responsibilities

• Supervise and coach a distributed team of front-line lab technicians and CX Experts across multiple locations.
• Lead across sites and languages to build consistent standards and culture.
• Own team performance and KPIs across productivity, accessibility, and quality.
• Plan coverage across APAC time zones for first-contact resolution.
• Perform QA to audit, deliver actionable feedback, and build SOPs to close gaps.
• Collaborate to localize SOPs for consistency across markets and languages.
• Identify bottlenecks and work with cross-functional partners to implement improvements.
• Demonstrate data-driven analysis to positively impact ownership area.
• Foster a positive, collaborative team environment prioritizing customer experience.

Skills

English fluency

Distributed team leadership

Customer service experience

Data-driven mindset

Zendesk familiarity

Tools

Zendesk

Job description

Dandy is seeking a Clinical Support Team Lead in Australia to guide a distributed CX and lab-tech team across APAC. You’ll coach front‑line staff, manage KPIs, and ensure high‑quality patient interactions while aligning coverage across time zones.

You’ll partner with cross‑functional teams, optimize processes, perform QA, and develop SOPs. A data‑driven leader with healthcare familiarity is preferred; remote work across Australia is required.