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Location

Waltham, MA | United States

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Job description

Join an innovative and dynamic dental technology company on the cutting edge of dentistry transformation. We've developed a revolutionary dental laser, and we're looking for a passionate and talented Customer Support Manager to lead our exceptional team. If you're ready to make a significant impact on the world of dentistry, we want you on our team!

Position Overview:
As a Customer Support Manager, you'll be at the forefront of our commitment to extreme customer support. You'll lead a team of Product Support Representatives (PSRs) who play a crucial role in assisting customers with user support, technical problem resolution, and coordinating logistics for our Field Service Engineers. This position is both challenging and exciting, contributing significantly to our world-class customer support model.

Responsibilities:

Recruit, train, and manage a team of dedicated PSRs.
Develop and maintain a playbook for the team, providing standards, procedures, and industry knowledge.
Conduct regular quality reviews of customer interactions and provide constructive feedback to foster continuous improvement.
Establish and monitor Key Performance Indicators (KPIs) for team members.
Ensure the latest diagnostic steps are integrated into our processes.
Conduct performance reviews and regular 1:1 meetings with direct reports.
Maintain proper staffing levels for effective workload support.
Handle escalated issues and ensure customer follow-up for issue resolution.
Lead the team in coordinating field support technicians, parts, and supplies.
Develop expertise in our products and methodologies for remote problem resolution.
Ensure accurate documentation of all interactions in Salesforce.
Key Skills:

Leadership - lead by example and guide the team confidently.
Active problem-solving - interpret customer needs and achieve positive outcomes.
Organized - multitask efficiently with impeccable follow-through.
Empathic listener - deeply understand the goals, drivers, and needs of others.
Tenacious - dedicated to our customers with persistence.
Timeliness - work efficiently and with urgency.
Self-starter - follow processes and respond to customer needs instinctively.
Excellent interpersonal skills - create a positive team environment.
Customer Management - work patiently to identify and resolve complex issues.
Technical Aptitude - quickly learn and apply new technologies.
Written Communication - articulate and informative.
Dependability - take responsibility and keep commitments.
Requirements:

Bachelor's degree preferred.
3+ years of experience leading customer support or service teams.
2+ years providing frontline customer support or service.
Experience managing up to 8+ direct reports.
Experience in the medical device industry or field services activities is a plus.
Passion for mentoring others in their career growth.
Success in working collaboratively with various business stakeholders.
Experience strategizing around proactive support.
Strong analytical skills and the ability to use data to drive recommendations.
Why Join Us:
Become part of a high-energy, high-tech company that is shaping the future of dentistry. Our environment is fast-paced, entrepreneurial, and filled with opportunities for growth. If you're motivated and career-oriented, ready to be part of a significant opportunity, we want you on our team!

Benefits:

401(k) plan & employer match
Dental insurance
Flexible spending account
Health insurance
Paid time off
Vision insurance
How to Apply:
We encourage all candidates meeting the requirements to apply. If you're unsure whether you meet 100% of the requirements, feel free to inquire and apply.

We are an Equal Opportunity Employer and value diversity in our team.
Employment Type: Full-Time
Salary: $ 60,000.00 Per Year

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Job tags

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Salary