Tech Support Team Lead - Customer Solutions

Flexdental; Provo (UT); On-site; USD 90,000 - 130,000; Full time

Job summary

Flex Dental is seeking a senior Customer Support leader to drive a high-performing team in a fast-paced environment. You will coach, mentor, and develop staff while aligning support efforts with product, engineering, sales, and implementation to deliver exceptional customer experiences.

You will oversee daily operations, manage escalations, and monitor metrics to improve efficiency and customer satisfaction. Strong Zendesk experience and data-driven mindset are essential for success.

Qualifications

• 3+ years of leadership in Customer Support/Technical Support.
• Proven success building high-performing 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 experiences.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Foster accountability, collaboration, and customer advocacy.
• Oversee daily support operations and timely resolution of inquiries.
• Monitor metrics to identify trends and drive improvements.
• Serve as escalation point for complex issues with cross-functional partners.
• Analyze trends and data to reduce future customer effort.
• Maintain support documentation and knowledge base content.
• Partner with Product, Engineering, Sales, CS, and Implementation on feedback.
• Assist with hiring, onboarding, scheduling, and resource planning.
• Provide direct support during high-volume periods.

Skills

Leadership

Coaching

Customer focus

Prioritization

Tools

Zendesk

Reporting tools

Job description

Flex Dental is seeking a senior Customer Support leader to drive a high-performing team in a fast-paced environment. You will coach, mentor, and develop staff while aligning support efforts with product, engineering, sales, and implementation to deliver exceptional customer experiences.

You will oversee daily operations, manage escalations, and monitor metrics to improve efficiency and customer satisfaction. Strong Zendesk experience and data-driven mindset are essential for success.