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WellNow Urgent Care · 1 day ago

Supervisor, Digital Helpdesk

United States

Full-time

Remote

Mid Level

$33/hr - $36/hr

3+ years exp

WellNow Urgent Care is seeking a Supervisor of Digital Help Desk for Aspen Dental branded practices, who will assist in leading a team dedicated to providing exceptional support. This role focuses on managing customer inquiries, ensuring service excellence, and providing leadership and development to the Digital Help Desk team.

BiotechnologyHealth CareHospitalWellness

Responsibilities

Lead a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision. Provide support to Digital Dentistry processes and workflows

Coordinate Team availability to ensure agents are available to provide Digital Dentistry Support at any given time. Ensures support processes are completed in a timely manner

Partners with associated Digital Dentistry support teams to escalate and resolve issues, and collaborates with Field Teams & Leadership to resolve and provide feedback on support-related issues

Analyze trends in customer feedback and operational performance and provides learnings to Support Leadership

Provide direct support and guidance to a high-performing team that is equipped to handle complex issues and provide world-class customer service. Continue to build and support an 'Anything People' culture amongst team and business partners

Manage Team dashboards and escalate unresolved inquiries to Leadership. Track and report on customer service KPIs, using data to inform decisions and drive accountability

Qualification

Digital Dentistry technologiesCustomer service experienceTeam leadershipHelp Desk experienceProblem-solving skillsMulti-taskingCommunication skills

Required

High school graduate or equivalent

3+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services

Familiarity with dental, medical, or manufacturing environments

Ability to lead a team in a fast-paced, Remote Work environment

Experience managing escalations in a multi-location or distributed service model

Must be comfortable assisting and/or training Field Team Members in a virtual environment

Experience in Digital Dentistry technologies and workflows - including 3Shape Scanners, Digital Design Workflows and the SprintRay Digital Ecosystem - required

Ability to multi-task

Strong problem-solving skills and a commitment to driving resolution and improvement

Excellent verbal and written communication skills

The ability to conduct up to 25% travel

Preferred

Experience in a Help Desk or Ticket Management System preferred, but not required

Company

WellNow Urgent Care

Glassdoor2.6

WellNow Urgent Care is one of the fastest-growing providers of urgent medical care, virtual care, occupational health services and clinical research in the United States.

Founded in 2011

Nashville, Tennessee, USA

1001-5000 employees