Clinical Support Team Lead

About the Role

Dandy is hiring a Clinical Support Team Lead (CSL) to join our Customer Experience (CX) Operations team, delivering a best-in-class experience to our dental practice clients. In this role, you will lead a team that handles complex dental inquiries through live chat, phone calls, and other communication channels. You will work alongside a small team of peers to oversee daily operations, ensure high-quality interactions, manage escalations, and improve the efficiency of support processes. You’ll own key performance indicators (KPIs) and collaborate with cross-functional teams to foster continuous education for your team. The ideal candidate is a data-driven leader with a keen eye for operational efficiency, and a solid background in customer service.

What You'll Do

• Supervise and coach a team of front line associates focused on assisting customers with our dental products, services and tools; guiding best practices to achieve the best outcome for their patients.
• Responsible for overall team performance and KPIs:
• Manage team of CX reps; coaching and providing customer service guidance
• Understand, track and report on KPIs including productivity, accessibility and quality.
• Uphold performance standards and deliver feedback in 1:1s
• Work with the QA team to audit and deliver actionable agent feedback, identifying gaps in process and building out SOPs to close identified gaps.
• Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements.
• Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
• When faced with problems, you use non-standard approaches and root cause analysis to independently resolve issues.
• Demonstrates an understanding of data and uses analysis to positively impact your area of ownership.
• Foster a positive, collaborative team environment that prioritizes customer experiences and operational excellence.

What We're Looking For

• 2+ years of frontline leadership experience in customer service, ideally in a startup or tech company.
• 1+ years of direct people management or supervisory experience as a title manager is required.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• Customer service experience required, with proven ability to adapt and empathize with customers to de-escalate situations and offer solutions.
• Basic understanding of tech platforms and the ability to learn new platforms quickly. Prior experience with Zendesk is preferred.
• Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach.
• Willingness to roll up your sleeves and fix problems in a hands-on manner.
• Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements.

Bonus Points For

• Previous experience in a healthcare or clinical setting.
• Familiarity with the dental industry or prior experience in dentistry.
• A positive attitude, sense of humor, and ability to foster a fun and engaging team culture.

Job ID: J-1157

For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.

Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!

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