Technical Support Manager: Lead & Elevate Support

Flex Dental; Provo (UT); On-site; USD 75,000 - 95,000; Full time

Job summary

Flex Dental, a growing company focused on simplifying dental practice management through Open Dental integrations, is seeking a Customer Support Team Lead in Utah. You will empower the support team, optimize workflows, and ensure outstanding service for dental offices.

The role emphasizes coaching, performance reviews, collaboration with Product and Engineering, and maintaining knowledge bases. Strong leadership and Zendesk experience are required for success in this role.

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.
• 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 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

Cross-functional collaboration

Analytical skills

Customer-first mindset

Communication

Time management

Prioritization

Problem solving

Tools

Zendesk

Job description

Flex Dental, a growing company focused on simplifying dental practice management through Open Dental integrations, is seeking a Customer Support Team Lead in Utah. You will empower the support team, optimize workflows, and ensure outstanding service for dental offices.

The role emphasizes coaching, performance reviews, collaboration with Product and Engineering, and maintaining knowledge bases. Strong leadership and Zendesk experience are required for success in this role.