Team Lead, Customer Success

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 looking for a Training Team Lead to supervise and elevate the performance of our frontline Trainers, who are instrumental in supporting the success of new customers during onboarding. This role combines leadership, coaching, and process optimization to ensure a seamless onboarding experience for our customers. The ideal candidate is a proactive, data-driven leader who thrives in a high-growth environment and is eager to take ownership of team performance, operational efficiency, and customer satisfaction. This role includes up to 20% travel for in-practice learning and Trainer support. What You'll Do Lead and Develop a High-Performing Team - Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers. - Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth. - Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement. - Foster a positive, collaborative team environment that prioritises customer success and operational excellence. - Develop and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best-in-class onboarding experience. Optimise Operations and Customer Onboarding • Manage team schedules, including PTO and holiday coverage, to ensure seamless operations. • Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements. • Develop, maintain, and optimise Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability. • Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams. • Identify opportunities to enhance training content and resources, collaborating with cross-functional teams to ensure alignment and continuous improvement. Drive Strategic Impact and Innovation - Analyse team and customer performance data to inform decision-making and improve the onboarding process. - Execute training strategies that align with company goals and maximise the team’s capacity and impact. - Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery. What We're Looking For - 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech. - 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting. - Proven ability to manage and develop a team, driving measurable performance improvements. - A hands-on problem solver with a passion for customer success and operational efficiency. - Strong communication and collaboration skills, with the ability to work effectively across teams. - Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach. - Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements. Additional Considerations: - Familiarity with the dental industry or prior experience in dentistry. - Workforce management experience, including scheduling and capacity planning. - A positive attitude, sense of humor, and ability to foster a fun and engaging team culture. Req ID: J-1211 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/.