Technical Support Manager

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

Job 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.

Job 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.

Knowledge and Skills

• Strong leadership, coaching, and employee development skills
• Excellent interpersonal and conflict resolution abilities
• Customer‑first mindset with a commitment to service excellence
• Strong analytical skills with the ability to interpret support metrics and make data‑driven decisions
• Excellent organizational and time‑management skills
• Ability to build collaborative cross‑functional partnerships
• Strong written and verbal communication skills
• Comfortable working in a fast‑paced, changing environment
• Proficiency with Windows and macOS operating systems
• General understanding of networking, hardware, SaaS applications, and technical troubleshooting concepts

Physical Activities

This position primarily requires sitting, working at a computer, and communicating with customers and employees. Occasional standing, walking, and lifting up to 15 pounds may be required.