Remote Dental Clinical Support Lead

Dandy; Sydney; On-site; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Healthcare benefits

Dental benefits

Generous paid time off

Job summary

Dandy, a company transforming the dental industry, is hiring a Clinical Support Team Lead (CSL) in Australia to run its Customer Experience Operations. You’ll manage a multi-site team of front-line lab technicians and CX Experts, coaching them to deliver outstanding patient outcomes across channels and time zones.

You’ll drive KPIs, optimize coverage across APAC, and lead process improvements with cross-functional partners, leveraging data to boost efficiency and customer experience.

Qualifications

• 2+ years of front-line leadership experience in customer service, ideally in a startup or tech company.
• 1+ years of direct people management or supervisory experience as a titled manager is required.
• Experience leading a distributed or multi-site team — or evidence you'd thrive doing it.
• Proven ability to manage and develop a team, driving measurable performance improvements.

Responsibilities

• Supervise and coach a distributed team of front-line lab technicians and CX Experts across multiple locations, helping practices get the best outcome for their patients with our products, services, and tools.
• Lead across sites and languages: build consistent standards and a shared team culture even when your people aren’t in the same building.
• Own overall team performance and KPIs: manage a team of lab technicians and CX Experts; coach and provide customer service and clinical-communication guidance; report on KPIs by site/language queue; uphold performance standards.

Skills

Front-line leadership

People management

Distributed team leadership

Customer service

Data-driven

Zendesk experience

Tools

Zendesk

Job description

Dandy, a company transforming the dental industry, is hiring a Clinical Support Team Lead (CSL) in Australia to run its Customer Experience Operations. You’ll manage a multi-site team of front-line lab technicians and CX Experts, coaching them to deliver outstanding patient outcomes across channels and time zones.

You’ll drive KPIs, optimize coverage across APAC, and lead process improvements with cross-functional partners, leveraging data to boost efficiency and customer experience.