Customer Support Team Lead & Ops Champion

Curve Dental; Provo (UT); On-site; USD 90,000 - 120,000; Full time

Job summary

Curve Dental is seeking a senior Customer Support leader in Provo, Utah to guide and grow a high‑performing team. You will coach staff, define success metrics, and partner with Product, Engineering and Success teams to ensure exceptional customer experiences.

The role emphasizes coaching, performance development, and scalable processes to deliver ongoing customer advocacy and service excellence as product releases accelerate.

Qualifications

• Proven leadership of customer support teams.
• Ability to coach and develop staff in a fast-paced environment.
• Strong customer-first mindset and service excellence.
• Experience with Zendesk and reporting dashboards.

Responsibilities

• Lead, coach, and develop the Customer Support team to deliver exceptional customer experiences and achieve departmental goals.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and career development conversations.
• Foster a culture of accountability, collaboration, continuous learning, and customer advocacy.
• Oversee daily support operations, ensuring timely resolution of customer inquiries, escalations, and service requests.
• Monitor team performance, quality, customer satisfaction, and operational metrics to identify trends and drive continuous improvement.
• Serve as the primary escalation point for complex customer issues, partnering with internal teams to resolve customer-impacting problems.
• Analyze support trends, recurring customer issues, and operational data to identify opportunities for process improvement and reduce future customer effort.
• Maintain support documentation, workflows, and knowledge base content to ensure accurate and consistent support delivery.
• Partner with Product, Engineering, Sales, Customer Success, and Implementation to communicate customer feedback, improve product quality, and support new releases.
• Assist with hiring, onboarding, workforce planning, scheduling, and resource planning.
• Provide direct customer support during high-volume periods or critical customer situations.
• Perform other duties and special projects as assigned.

Skills

Leadership

Coaching

Customer focus

Analytical skills

Communication

Time management

Cross-functional collaboration

Tools

Zendesk

Reporting tools

Job description

Curve Dental is seeking a senior Customer Support leader in Provo, Utah to guide and grow a high‑performing team. You will coach staff, define success metrics, and partner with Product, Engineering and Success teams to ensure exceptional customer experiences.

The role emphasizes coaching, performance development, and scalable processes to deliver ongoing customer advocacy and service excellence as product releases accelerate.