Director of Customer Support

Job Summary

Leading a strategic customer support initiative, the full-time salaried Director of Customer Support will enhance service delivery and customer satisfaction for DPMS customers across the US, overseeing staff recruitment, training, and operational improvements both remotely and onsite.

Key responsibilities

• Develop and manage a senior operational team to achieve service KPIs and drive a culture of continuous improvement
• Deliver exceptional customer service while acting as the voice of the customer, ensuring alignment with the organization's strategic goals
• Oversee the US Customer Remote Support budget and identify opportunities for service innovation and enhancement

Required qualifications

• Bachelor's degree in a computer-related field or equivalent relevant experience
• Minimum of 8 years of experience managing technical service teams, preferably in a software application setting
• Strong people-management and analytical skills with a focus on process improvement
• Proficiency in leveraging AI tools and advanced IT software in a customer support environment
• Commitment to continuous education and development within the dental industry