Supervisor, Customer Support

• Responsible for monitoring all KPIs and ensure they are being met
•  Supervise day-to-day operations of the customer support team, ensuring timely and accurate issue resolution.
• Provide leadership, mentorship, and guidance to technicians at all levels to foster growth and team cohesion.
•  Work independently on complex projects and tasks, demonstrating initiative and organizational excellence.
• Apply advanced knowledge to guide problem resolution and provide strategic input into team workflows. • Manage team performance metrics, deliver feedback, and develop plans for continuous improvement.
• Ensure tickets are moving through the process in a timely manner
• Collaborate cross-functionally teams to escalate and resolve issues.
• Contribute to the development of new support models, policies, knowledge bases, and internal training resources.
• Ensure consistent, high-quality service by developing best practices and aligning with company support standards.
• Take ownership of high-visibility or sensitive client issues, ensuring resolution and client satisfaction.
• Lead initiatives that enhance internal tools, documentation, and communication workflows.
• Recruit, onboard, and train new team members, maintaining a high-performing and scalable support function.
• Represent customer needs internally, acting as the voice of the customer in strategic discussions.

• 5+ years of relevant experience in technical support or related field
• 3+ years in a leadership or supervisory role
• Bachelor's degree in a relevant field or equivalent work experience.
• Proficient in using support tools and software.
• Demonstrated ability to lead and manage a diverse technical support team effectively
• Acquire a deep understanding of the company's products or services.
• Advanced knowledge of relevant technologies, platforms, and systems.
• Solid problem-solving skills with a methodical and analytical mindset
• Excellent written and verbal communication skills.
• Ability to translate technical issues into actionable insights for both technical and non-technical audiences.
• Deep understanding of customer support methodologies, metrics, and best practices.
• Experience driving continuous improvement through process optimization and performance management.
• Collaborative mindset with proven success in cross-functional environments.
• Committed to delivering outstanding customer experiences and cultivating team excellence.

PLANET DDS CORE IDEOLOGY

Mission:

Dental software is broken. We aim to fix it.

Vision:

To be the first choice for growth-minded dental businesses.

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