Software Support Team Lead: Elevate Customer Success

Henry Schein, Inc.; Brompton; On-site; GBP 40,000 - 56,000; Full time

Job summary

Henry Schein One UK is seeking a Software Support Team Leader to guide a dynamic support group delivering high-quality care to our dental practice customers. You’ll work with cross-functional teams, report to the Global Head of Support, and drive chat goals, customer satisfaction, NPS and retention through coaching and hands-on leadership.

This role requires strong people leadership, excellent communication, and the ability to manage backlogs and SLAs while fostering a culture of continuous

Qualifications

• Experience leading customer-support teams.
• Track record of achieving KPIs and targets.
• Ability to analyze data to improve processes.

Responsibilities

• Provide effective line management for direct reports and performance management.
• Maintain SLAs and resolve issues promptly.
• Coach team to maximise customer interactions and exceed targets.
• Collaborate with product and senior teams to resolve issues.
• Generate reports to monitor customer outcomes.

Skills

Leadership

Customer service

Data analysis

Change management

Communication

Team motivation

Tools

CRM software

Data analytics tools

Job description

Henry Schein One UK is seeking a Software Support Team Leader to guide a dynamic support group delivering high-quality care to our dental practice customers. You’ll work with cross-functional teams, report to the Global Head of Support, and drive chat goals, customer satisfaction, NPS and retention through coaching and hands-on leadership.

This role requires strong people leadership, excellent communication, and the ability to manage backlogs and SLAs while fostering a culture of continuous