Senior Manager, Customer Support

Planet DDS is the leading provider of cloud-enabled dental software solutions serving over 10,000 practices in North America with over 60,000 users. The company delivers a complete platform of solutions for dental practices including Denticon Practice Management, Apteryx XVWeb Digital Imaging, Cloud 9 Practice Management (for Orthodontist practices) and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices in North America.

The Senior Manager of Customer Support is responsible for overseeing and leading a team of technical support professionals who provide assistance to customers or internal users experiencing technical issues. This role includes managing the team's daily operations, setting strategic goals, and ensuring exceptional customer service and technical problem resolution.

This role is hybrid working out of our Atlanta, GA office.

JOB DUTIES 

Team Leadership:

• Lead, mentor, and motivate the technical support team to achieve their performance goals.
• Set expectations and provide regular performance feedback and evaluations.
• Foster a positive and collaborative team culture.

Strategic Planning:

• Execute the technical support department's long-term strategies.
• Set clear objectives and key performance indicators (KPIs) for the team.
• Identify opportunities for process improvements and implement best practices.

Customer Service:

• Ensure the team delivers exceptional customer service and maintains a high level of customer satisfaction.
• Monitor and analyze customer feedback to identify areas for improvement.

Technical Expertise:

• Stay up-to-date with the organization's products or services and maintain a deep understanding of technical details.
• Assist the team in resolving complex technical issues when necessary.

Resource Management:

• Allocate resources effectively to meet service level agreements (SLAs) and response times.
• Manage the technical support team's staffing, scheduling, and workload.

Reporting and Analysis:

• Gather and analyze data related to technical support performance and customer issues.
• Provide regular reports and insights to upper management.

Quality Assurance:

• Implement quality assurance processes to ensure consistent and high-quality support.
• Develop and maintain support documentation and knowledge bases.

Vendor and Stakeholder Relations:

• Collaborate with external vendors, if applicable, to ensure support service levels are met.
• Maintain strong relationships with other internal departments and stakeholders.

Escalation Management:

• Develop and oversee procedures for handling complex or escalated customer issues, ensuring that they are resolved in a timely and satisfactory manner.

Compliance and Security:

• Ensure that the technical support team complies with relevant industry regulations and security standards.

SKILLS AND QUALIFICATIONS

• Bachelor's degree in a related field (e.g., Information Technology, Computer Science) is often preferred.
• 8-10 years of experience in technical support or a related field.
• Strong leadership and management skills.
• Excellent communication and problem-solving abilities.
• Proficiency in using support tools and software.
• Knowledge of relevant technical systems and products.
• Familiarity with customer relationship management (CRM) systems.
• Ability to work well under pressure and handle escalations.
• Certifications in relevant technologies or management (e.g., ITIL, PMP) may be a plus.

Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.