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Planet DDS · 6 hours ago

Supervisor, Customer Support

Atlanta, GA

Full-time

Onsite

Mid, Senior Level

5+ years exp

Planet DDS is a leading provider of cloud-based solutions for dental businesses, serving over 13,000 practices. They are seeking a Supervisor for their Customer Support team to lead and inspire technicians while ensuring high customer satisfaction and operational excellence.

DentalHealth CareSoftware

Responsibilities

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

Qualification

Technical support experienceLeadership experienceProblem-solving skillsSupport tools proficiencyCustomer support methodologiesCommunicationCollaborative mindsetMentorship abilities