Clinical Support Team Lead

Summary

Join Dandy's Customer Experience (CX) Operations team as a Clinical Support Team Lead (CSL) and lead a team handling complex dental inquiries via various communication channels. You will oversee daily operations, manage escalations, and improve support processes. The role involves managing key performance indicators (KPIs), collaborating with cross-functional teams, and fostering continuous team education. The ideal candidate is a data-driven leader with strong customer service skills and experience in team management. You will be responsible for team performance, coaching, and providing customer service guidance. Dandy offers a wide range of benefits, including healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off.

Requirements

• 2+ years of frontline leadership experience in customer service, ideally in a startup or tech company
• 1+ years of direct people management or supervisory experience as a title manager is required
• Proven ability to manage and develop a team, driving measurable performance improvements
• Customer service experience required, with proven ability to adapt and empathize with customers to de-escalate situations and offer solutions
• 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

Responsibilities

• Supervise and coach a team of front line associates focused on assisting customers with our dental products, services and tools; guiding best practices to achieve the best outcome for their patients
• Manage team of CX reps; coaching and providing customer service guidance
• Understand, track and report on KPIs including productivity, accessibility and quality
• Uphold performance standards and deliver feedback in 1:1s
• Work with the QA team to audit and deliver actionable agent feedback, identifying gaps in process and building out SOPs to close identified gaps
• Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements
• Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability
• When faced with problems, you use non-standard approaches and root cause analysis to independently resolve issues
• Demonstrates an understanding of data and uses analysis to positively impact your area of ownership
• Foster a positive, collaborative team environment that prioritizes customer experiences and operational excellence

Preferred Qualifications

• 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

Benefits

• Healthcare
• Dental
• Mental health support
• Parental planning resources
• Retirement savings options
• Generous paid time off