Manager, Customer Experience IT

Archy; United States; Remote; USD 100.000 - 130.000; Vollzeit

Benefits dieser Stelle

Comprehensive health, dental, and视觉? -

Zusammenfassung

Archy is seeking a Manager of Customer Experience IT to lead a team of Migration Technical Customer Support Specialists responsible for data migrations, imaging setup, and phone/DNS transitions prior to go-live.

In this remote-friendly, US-based role, you will coach staff, own migration playbooks, and partner with Onboarding, Product, and Engineering to ensure smooth customer deployments, deep technical escalation handling, and scalable processes.

Qualifikationen

• 3+ years managing technical support, implementation, or IT teams; proven track record of coaching and developing technical talent.
• Hands-on background with remote desktop tools (e.g., AnyDesk), Virtual Machines, basic scripting (PowerShell), and server/hardware troubleshooting.
• Background in SaaS and healthcare (dental industry strongly preferred).
• Demonstrated success translating field/customer issues into actionable feedback and bug reports for Product and Engineering teams.
• Proactive use of AI tools and automation to streamline workflows and improve operational output.
• Exceptional ability to explain complex technical concepts clearly to non-technical dental office staff.
• Exposure to dental imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus.
• This is a remote (US-based) role. Core working hours are typically 9:00 AM – 6:00 PM Mountain or Pacific Time, with flexibility required for night and weekend coverage during migrations and go-lives

Aufgaben

• Direct, coach, and grow a team of technical specialists through regular 1:1s, performance reviews, and structured career development.
• Define, document, and hold the team accountable to clear performance expectations, SLAs, and quality standards.
• Develop and refine operational processes and documentation to ensure CXIT workflows scale efficiently as the company grows.
• Oversee hiring, onboarding, ramp plans, and technical training for new CXIT team members.
• Establish a high-ownership team culture with clear standards for queue management and practice communication.
• Manage and participate in the on-call/weekend coverage schedule for live migrations and cutovers.
• End-to-end technical go-live readiness: server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers.
• Serve as the senior escalation point for complex migration discrepancies, custom server/imaging environments, and high-risk accounts.
• Own and continuously refine migration playbooks, runbooks, and internal documentation.
• Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware.
• Partner closely with the Manager of Onboarding to align timelines, resolve blockers, and communicate migration status transparently.
• Serve as the voice of the field to Product and Engineering by packaging detailed defect reports, identifying patterns, and prioritizing long-term fixes.
• Track and report on key CXIT metrics, including cycle time, cutover accuracy, escalation resolution, and go-live technical incidents.
• Identify automation and tooling opportunities to reduce manual workload and increase migration efficiency.

Kenntnisse

Team leadership

Technical support

SaaS/healthcare exposure

PowerShell

Remote desktop tools

Virtual Machines

Ausbildung

No formal degree requirement

Tools

AnyDesk

PowerShell

Jobbeschreibung

Be a part of our team as we continue to redefine how dental practices operate more efficiently and seamlessly.

Archy’s modern software helps dental practices work smarter by reducing everyday friction and equipping teams with AI-powered tools so providers can focus on delivering great care while we handle the complexity of running the practice.

We’re early in our journey, and dental practices love the software. Better yet, there’s more that we can still build together. If you’re excited by big challenges, shipping quickly, embracing AI capabilities, and real ownership, Archy could be the place for you. More than that, we’re all patients of an dental practice. We want the best experience when we go to the dentist.

Want to join us as we continue to build the future of dental software?

What You Will Receive

Perks & Benefits

• Comprehensive health, dental, and vision coverage
• Additional benefits including One Medical and Spring Health (availability varies by location)
• Time off designed to support rest and recharge, with policies that vary by role
• Competitive salary and equity, with performance-based incentives or bonuses for eligible roles
• Retirement plans with competitive matching
• Remote work stipend
• Annual company offsite

Our Interview Experience

All interviews are conducted virtually via Google Meet, with flexible scheduling across time zones.

For technical roles You’ll work through a series of live coding challenges based on real problems within our product, using an environment of your choice. We focus on how you approach problems, think through tradeoffs, and arrive at solutions. We’ll also discuss your technical experience, how you leverage AI in your day‑to‑day development workflow, and your interest in Archy. You’ll have time for questions as we want this to be a two‑way conversation.

For non-technical roles

Interviews are conversational, focused on how you think, what motivates you, and your interest in Archy. We’ll also explore your experience, what you’re looking for next, how you approach early‑stage environments, and how you use AI to improve the quality and efficiency of your work. In some cases, you may complete a case study or a mock call. You’ll have time for questions as we want this to be a two‑way conversation.

We’re a remote‑friendly, internationally distributed, highly collaborative team.

We enjoy moving quickly and taking ownership of our work, fixing problems, and celebrating wins. As a remote‑friendly company, we pop into huddles, iterate in real time, and learn and grow together.

Manager, Customer Experience IT

Location

United States

Employment Type

Full time

Location Type

Remote

Department

Customer Experience

Compensation

• $100K – $130K

The starting base salary for this position will be determined based on job‑related knowledge, skills, experience, and market location.

About Archy

Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.

Archy is a Series C vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.

Job Description

As Manager of Customer Experience IT (CXIT), you will lead a team of Migration Technical Customer Support Specialists responsible for the critical technical steps preceding a practice's go-live—including data migrations, imaging/sensor setup, and phone/DNS transitions.

This is a player‑coach role (majority coaching, minority direct execution) reporting to the Head of Onboarding. You will handle complex technical escalations, coach specialists, build scalable migration systems, and partner cross‑functionally with Onboarding, Product, and Engineering. As the team expands, the hands‑on technical portion of this role will decrease.

Job Responsibilities

Team Leadership & Development

• Direct, coach, and grow a team of technical specialists through regular 1:1s, performance reviews, and structured career development.

• Define, document, and hold the team accountable to clear performance expectations, SLAs, and quality standards.

• Develop and refine operational processes and documentation to ensure CXIT workflows scale efficiently as the company grows.

• Oversee hiring, onboarding, ramp plans, and technical training for new CXIT team members.

• Establish a high‑ownership team culture with clear standards for queue management and practice communication.

• Manage and participate in the on‑call/weekend coverage schedule for live migrations and cutovers.

Technical & Operational Execution

• Ensure end‑to‑end technical go‑live readiness: server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers.

• Serve as the senior escalation point for complex migration discrepancies, custom server/imaging environments, and high‑risk accounts.

• Own and continuously refine migration playbooks, runbooks, and internal documentation.

• Maintain hands‑on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware.

Cross‑Functional Collaboration & Strategy

• Partner closely with the Manager of Onboarding to align timelines, resolve blockers, and communicate migration status transparently.

• Serve as the voice of the field to Product and Engineering by packaging detailed defect reports, identifying patterns, and prioritizing long‑term fixes.

• Track and report on key CXIT metrics, including cycle time, cutover accuracy, escalation resolution, and go‑live technical incidents.

• Identify automation and tooling opportunities to reduce manual workload and increase migration efficiency.

Job Requirements

• 3+ years managing technical support, implementation, or IT teams; proven track record of coaching and developing technical talent.

• Hands‑on background with remote desktop tools (e.g., AnyDesk), Virtual Machines, basic scripting (PowerShell), and server/hardware troubleshooting.

• Background in SaaS and healthcare (dental industry strongly preferred).

• Demonstrated success translating field/customer issues into actionable feedback and bug reports for Product and Engineering teams.

• Proactive use of AI tools and automation to streamline workflows and improve operational output.

• Exceptional ability to explain complex technical concepts clearly to non‑technical dental office staff.

• Exposure to dental imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus.

• This is a remote (US‑based) role. Core working hours are typically 9:00 AM – 6:00 PM Mountain or Pacific Time, with flexibility required for night and weekend coverage during migrations and go‑lives

What We Offer

• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family, plus Spring Health and One Medical access.

• Competitive Compensation: Base pay and equity, 401(k) with company match, and performance‑based incentives (bonus or commission eligibility by role).

• Flexibility & Remote Support: Full remote‑friendly culture, home office stipend, and flexible time off to rest and recharge (policies vary by role).

• Team Connection: Annual all‑company offsites to collaborate and connect in person.

Compensation Range: $100K - $130K