Dental Clinical Support Team Lead (CSL) - Australia
Core
Lead a distributed team of lab technicians and CX Experts to handle complex dental and clinical inquiries via live chat and phone, ensuring high-quality support for dental practices.
Role type
Senior Customer Experience Team Lead (Healthcare/Dental)
Builds
Customer support operations for dental practice operating system
Domain
Healthcare / Dental Industry / Customer Support
Deliverable
client delivery
Required skills
distributed team leadership, multi-site operations management, performance KPI ownership, quality assurance (QA), standard operating procedure (SOP) development, root cause analysis, data-driven decision making, cross-functional collaboration, time-zone coverage planning
Preferred skills
Zendesk experience, dental industry knowledge, dental lab technician background, healthcare support experience
Responsibilities
Supervise and coach a distributed team of front-line lab technicians and CX Experts; build consistent standards and shared team culture across sites; track and report on KPIs including productivity, accessibility, and quality; perform QA audits to identify process gaps and build SOPs; plan coverage across APAC time zones; collaborate with cross-functional partners to implement operational improvements.
Seniority
Senior, hands-on IC with people management