Dental Clinical Support Team Lead - Australia

Job description

Dandy 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, Dandy 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. **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 of agents that handles complex dental inquiries through live chat, phone calls, and other communication channels. You will work alongside a team of peers to oversee daily operations, ensure high-quality interactions, manage customer escalations, and improve the efficiency of support processes. You’ll own key performance indicators (KPIs) and collaborate with cross-functional teams to foster continuous improvement for your team. The ideal candidate is a data-driven people leader with a keen eye for operational efficiency, and a solid understanding of the principles of customer service. **What You'll Do** - Supervise and coach a team of front line agents focused on assisting customers with our dental products, services and tools; guiding best practices to achieve the best outcome for their patients. - Understand, track and report on KPIs including productivity, accessibility and quality - Uphold performance standards and deliver feedback in 1:1s - Perform interaction quality audits and deliver actionable agent feedback to agents on your team, identifying gaps in process consistency, efficiency, and scalability and collaborate with the CX Enablement team to build out SOPs. - Identify operational bottlenecks, propose scalable solutions to CX Leadership, and collaborate with cross-functional teams to implement improvements. - When faced with problems, use non-standard approaches and root cause analysis to independently recommend and resolve issues. - Use analyses to identify, prioritize and recommend solutions to improve the overall customer experience. - Foster a positive, collaborative, performance-driven team environment that prioritizes customer experiences and operational excellence. **What We're Looking For** - 2+ years of frontline leadership experience in customer service, ideally working with customer or technical service teams. - 1+ years of direct people management or supervisory experience as a titled manager is required. - Proven ability to manage, coach and develop a team, driving measurable performance improvements. - A calm, empathetic leader adept at handling escalated customer issues, guiding them toward swift resolutions, and preserving positive relationships. - Basic understanding of tech platforms and the ability to learn new platforms quickly. - 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. - Prior experience with Zendesk. 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](https://www.meetdandy.com/careers/) for more! Data Privacy Notice: By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes in accordance with our [Privacy Policy](https://www.meetdandy.com/privacy-policy/) and GDPR regulations. You have the right to access, rectify, or request the deletion of your data at any time by contacting [Privacy Requests](https://www.meetdandy.com/privacy-requests/).