Remote Dental Clinical Support Lead (APAC)

Claire Manufacturing/Dandy; Sydney; Hybrid; AUD 140,000 - 190,000; 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 hiring a Dental Clinical Support Team Lead (CSL) in Australia to join our Customer Experience Operations team. You will supervise a distributed team of front-line lab technicians and CX Experts across Australia and New Zealand, coaching on complex clinical inquiries via live chat, phone, and other channels.

As a data-driven leader, you will own KPIs, optimize support processes, and collaborate with cross-functional partners across markets.

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.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• Customer service experience required, with proven ability to adapt and empathize with customers to de-escalate situations and offer solutions.
• Basic understanding of tech platforms and the ability to learn new ones quickly, prior experience with Zendesk preferred.

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.
• Understand, track, and report on KPIs including productivity, accessibility, and quality — by site and by language queue where relevant.
• Uphold performance standards and deliver feedback in 1:1s.
• Plan coverage across APAC time zones and ensure practices reach the right person, the first time.

Skills

Front-line leadership

Distributed team leadership

Customer service

Zendesk

Data-driven

English fluency

Tools

Zendesk

Job description

Dandy is hiring a Dental Clinical Support Team Lead (CSL) in Australia to join our Customer Experience Operations team. You will supervise a distributed team of front-line lab technicians and CX Experts across Australia and New Zealand, coaching on complex clinical inquiries via live chat, phone, and other channels.

As a data-driven leader, you will own KPIs, optimize support processes, and collaborate with cross-functional partners across markets.