Lead Technical Support Manager - Drive Customer Experience

CD Newco LLC d/b/a Curve Dental; Provo (UT); On-site; USD 90,000 - 120,000; Full time

Job summary

Curve Dental in Provo, Utah, invites applications for a Technical Support Manager to lead our Customer Support team and drive exceptional customer experiences. The role focuses on coaching, performance reviews, and cross-functional collaboration to improve service quality and customer satisfaction.

The successful candidate will oversee daily operations, analyze trends, and partner with Product, Engineering, Sales, and Implementation to incorporate customer feedback into product improvements.

Qualifications

• 3+ years of leadership experience in Customer Support/Technical Support.
• Demonstrated success leading and developing high-performing customer support teams.
• Ability to prioritize multiple initiatives in a fast-paced environment.
• Experience using Zendesk ticketing system and reporting tools.

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

Employee development

Interpersonal skills

Conflict resolution

Customer advocacy

Analytical thinking

Organization & time management

Cross-functional partnerships

Communication

Tools

Zendesk

Reporting tools

Job description

Curve Dental in Provo, Utah, invites applications for a Technical Support Manager to lead our Customer Support team and drive exceptional customer experiences. The role focuses on coaching, performance reviews, and cross-functional collaboration to improve service quality and customer satisfaction.

The successful candidate will oversee daily operations, analyze trends, and partner with Product, Engineering, Sales, and Implementation to incorporate customer feedback into product improvements.