Manager, Customer Support
Atlanta, GA
Full Time
Manager/Supervisor
Planet DDS is a leading provider of a platform of cloud-based solutions that empowers growth-minded dental businesses. Now serving over 13,000 practices and 118,000 customers in North America, Planet DDS delivers a comprehensive suite of solutions, including Denticon Practice Management, Cloud 9 Ortho Practice Management, and Apteryx Cloud Imaging. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability.
We are looking for a dedicated and experienced Tier 1 Support Manager to lead our Customer Support team in providing exceptional service to our clients. This role is essential in ensuring that our customers receive prompt, efficient, and knowledgeable assistance with our software products.
*This is a hybrid role in our Atlanta, GA office (115 Perimeter Center Place, Atlanta, GA 30346).
Summary
The Tier 1 Support Manager will be responsible for overseeing the daily operations of the Tier 1 Support team, ensuring the team delivers high-quality support to our customers. This role will manage a team of Support agents, ensuring they follow best practices in issue resolution, provide excellent customer service, and align with ITIL (Information Technology Infrastructure Library) frameworks to ensure efficient service delivery. The ideal candidate will have hands-on experience in ITIL processes and practices and a deep understanding of customer support in a SaaS (Software as a Service) environment.
Job Duties
• Supervise and manage a team of Tier 1 support agents, providing guidance, coaching, and performance feedback.
• Oversee the resolution of customer inquiries, issues, and tickets, ensuring that Tier 1 agents comply with SLAs (Service Level Agreements) and consistently deliver a high level of customer satisfaction.
• Monitor and report on team performance through key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and ticket volume.
• Foster a collaborative and customer-centric team culture, ensuring that all team members are aligned with company values and goals.
• Conduct regular one-on-one meetings and performance reviews with support agents, setting individual and team goals.
• Identify and recommend process improvements to enhance the efficiency and effectiveness of the support team.
• Develop and implement training programs for new and existing support agents to ensure they are equipped with the necessary skills and knowledge to succeed.
• Monitor the team’s progress and identify opportunities for individual skill development, providing training and mentorship where needed.
• Implement and adhere to ITIL best practices, ensuring all support processes align with incident management, problem management, and change management frameworks.
• Maintain accurate documentation for internal processes, customer interactions, and recurring issues, ensuring knowledge sharing across the support team.
Qualifications
• 5-8 years’ experience managing/leading individual contributors within software support
• Previous experience managing a Tier 1 or frontline support team, preferably in a SaaS or software company.
• Strong understanding of ITIL processes, including incident management, problem management, and change management.
• Experience with helpdesk ticketing systems and CRM software (e.g., Zendesk, DevRev, Salesforce, etc.).
• Knowledge of dental software or healthcare technology is a plus.
Skills and Competencies:
• Strong leadership, coaching, and mentoring skills, with the ability to motivate and develop team members to achieve both individual and team goals.
• Excellent problem-solving abilities, with a strategic mindset that allows for proactive identification and resolution of technical issues in a timely manner.
• Outstanding verbal and written communication skills, emphasizing intellectual honesty and transparency while maintaining a focus on customer satisfaction.
• Ability to manage multiple priorities and deadlines effectively in a fast-paced environment, ensuring functional execution of daily operations while maintaining a high level of quality.
• Proficiency with ITIL frameworks, with the ability to strategically apply them to optimize service delivery and operational efficiency.
• A customer-focused mindset with personal effectiveness in maintaining professionalism in challenging situations, fostering a positive customer experience.
We are looking for a dedicated and experienced Tier 1 Support Manager to lead our Customer Support team in providing exceptional service to our clients. This role is essential in ensuring that our customers receive prompt, efficient, and knowledgeable assistance with our software products.
*This is a hybrid role in our Atlanta, GA office (115 Perimeter Center Place, Atlanta, GA 30346).
Summary
The Tier 1 Support Manager will be responsible for overseeing the daily operations of the Tier 1 Support team, ensuring the team delivers high-quality support to our customers. This role will manage a team of Support agents, ensuring they follow best practices in issue resolution, provide excellent customer service, and align with ITIL (Information Technology Infrastructure Library) frameworks to ensure efficient service delivery. The ideal candidate will have hands-on experience in ITIL processes and practices and a deep understanding of customer support in a SaaS (Software as a Service) environment.
Job Duties
• Supervise and manage a team of Tier 1 support agents, providing guidance, coaching, and performance feedback.
• Oversee the resolution of customer inquiries, issues, and tickets, ensuring that Tier 1 agents comply with SLAs (Service Level Agreements) and consistently deliver a high level of customer satisfaction.
• Monitor and report on team performance through key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and ticket volume.
• Foster a collaborative and customer-centric team culture, ensuring that all team members are aligned with company values and goals.
• Conduct regular one-on-one meetings and performance reviews with support agents, setting individual and team goals.
• Identify and recommend process improvements to enhance the efficiency and effectiveness of the support team.
• Develop and implement training programs for new and existing support agents to ensure they are equipped with the necessary skills and knowledge to succeed.
• Monitor the team’s progress and identify opportunities for individual skill development, providing training and mentorship where needed.
• Implement and adhere to ITIL best practices, ensuring all support processes align with incident management, problem management, and change management frameworks.
• Maintain accurate documentation for internal processes, customer interactions, and recurring issues, ensuring knowledge sharing across the support team.
Qualifications
• 5-8 years’ experience managing/leading individual contributors within software support
• Previous experience managing a Tier 1 or frontline support team, preferably in a SaaS or software company.
• Strong understanding of ITIL processes, including incident management, problem management, and change management.
• Experience with helpdesk ticketing systems and CRM software (e.g., Zendesk, DevRev, Salesforce, etc.).
• Knowledge of dental software or healthcare technology is a plus.
Skills and Competencies:
• Strong leadership, coaching, and mentoring skills, with the ability to motivate and develop team members to achieve both individual and team goals.
• Excellent problem-solving abilities, with a strategic mindset that allows for proactive identification and resolution of technical issues in a timely manner.
• Outstanding verbal and written communication skills, emphasizing intellectual honesty and transparency while maintaining a focus on customer satisfaction.
• Ability to manage multiple priorities and deadlines effectively in a fast-paced environment, ensuring functional execution of daily operations while maintaining a high level of quality.
• Proficiency with ITIL frameworks, with the ability to strategically apply them to optimize service delivery and operational efficiency.
• A customer-focused mindset with personal effectiveness in maintaining professionalism in challenging situations, fostering a positive customer experience.
PLANET DDS CORE IDEOLOGY
Why are we here?
Unleashing dentists and their staff to focus on patient care.
Where are we headed?
In the next 5 years, Planet DDS will remain the leading provider of cloud-based technology solutions in North America, expanding to serve more than 25,000 dental practices.
How do we get there?
To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values:
Collaborative – Working independently and across teams, we create scalable solutions to enable company growth
Empathetic – We are educated on the experience of our customers and feel vested in their success
Accountable – We feel ownership for the quality of our work and take pride in the positive outcomes
Trustworthy – We operate with integrity and honest, making promises we know that we can keep
Ambitious – We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders
An Equal Opportunity Employer – Including Disability/Veterans
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