АвстралияDental Clinical Support Team Lead (CSL) - Australia
4 нед. назад
АвстралияLeadHybrid
live chatphone supportteam managementcustomer supportkey performance indicatorsescalation management
Lead a multi-site clinical support team serving dental practices across Australia and New Zealand to deliver excellent customer experience and operational efficiency.
Обязанности
- Supervise and coach a distributed team of front-line lab technicians and CX Experts across multiple locations, helping practices get the best outcome for their patients with our products, services, and tools.
- Lead across sites and languages: build consistent standards and a shared team culture even when your people aren't in the same building.
- Own overall team performance and KPIs: Manage a team of lab technicians and CX Experts; coach and provide customer service and clinical-communication guidance.
- Understand, track, and report on KPIs including productivity, accessibility, and quality — by site and by language queue where relevant.
- Uphold performance standards and deliver feedback in 1:1s.
- Plan coverage across APAC time zones and so practices reach the right person, the first time.
- Perform QA to audit and deliver actionable feedback, identify gaps in process, and build SOPs to close them.
- Collaborate to localize Standard Operating Procedures (SOPs) so guidance holds up consistently across markets and languages.
- Identify operational bottlenecks, propose scalable fixes, and work with cross-functional partners — including our US-based CX Operations — to implement improvements.
- Use non-standard approaches and root cause analysis to resolve issues independently.
- Demonstrate a strong understanding of data and use analysis to positively impact your area of ownership.
- Foster a positive, collaborative team environment across locations that prioritizes customer experience and operational excellence.
Требования
- Professional fluency in English (English is our working language internally).
- Based in or Australia, and able to work remotely with a strong internet connection.
- 2+ years of front-line leadership experience in customer service, ideally in a startup or tech company.
- 1+ years of direct people management or supervisory experience as a titled manager is required.
- Experience leading a distributed or multi-site team — or clear evidence you'd thrive doing it.
- 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 ones quickly. Prior experience with Zendesk is preferred.
- Comfort operating in ambiguous, high-velocity environments with a proactive, resourceful approach.
- Willingness to roll up your sleeves and fix problems hands-on.
- Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and act on them.
Другое
- is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.
- We're hiring a Clinical Support Team Lead (CSL) in Australia to join our Customer Experience (CX) Operations team and help us deliver a best-in-class experience to dental practices across Europe.
- In this role, you'll lead a multi-site team of front-line lab technicians and CX Experts working remotely across Australia / New Zealand. Your team handles complex dental and clinical inquiries through live chat, phone, and other channels — so you'll be coaching people who sit at the intersection of the lab bench and the practice.
- You'll work alongside a team of global peers to oversee daily operations, ensure high-quality interactions, manage escalations, and improve the efficiency of our support processes. You'll own key performance indicators (KPIs), partner with our Capacity team to make sure we have the right language and time-zone coverage across markets, and partner with cross-functional teams in Australia and New Zealand. The ideal candidate is a data-driven leader who leads well across distance and language, with a keen eye for operational efficiency and a solid background in customer service.
- Previous experience in a healthcare or clinical setting.
- Experience as a dental lab technician, or familiarity with the dental industry or prior experience in dentistry strongly preferred.
- Experience supporting or leading teams across Australian markets.
- Comfort working with colleagues across time zones, including some overlap with US teams.
- A positive attitude, sense of humor, and the ability to build a fun, engaging team culture across locations.
- For full-time positions, 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.
- 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 Careers for more!
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