Clinical Support Lead

Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world's leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.

Clinical Support Team Lead (CSL)

About the Role

Dandy is hiring a Clinical Support Team Lead (CSL) with expertise in dental and Dandy’s digital workflow, to support our Customer Experience team in delivering a best-in-class experience to our dental practice clients. As a Clinical Support Team Lead, you will directly lead a team of agents, driving operational excellence through coaching utilizing KPIs. Additionally CSLs support operational capacity, agent escalations, QA of their direct reports and projects as assigned.

What You'll Do

• Drive Performance Excellence: Monitor and coach team members to meet and exceed performance metrics, including quality, productivity, and quality.

• Provide Operational Oversight: Ensure daily operations are executed efficiently, addressing operational issues promptly to maintain service levels.

• Foster Team Development: Offer consistent feedback, guidance, and support to empower team growth and professional development.

• Analyze and Act on Data: Leverage reports and metrics to identify trends, diagnose challenges, and implement targeted solutions.

• Ensure Policy Compliance: Maintain adherence to company policies, procedures, and regulatory requirements within the team.

• Drive Engagement and Morale: Build a positive and inclusive team environment that motivates agents to perform their best.

• Collaborate Across Teams: Work with leadership, quality assurance, and training departments to align goals and drive continuous improvement.

• Handle Escalations Effectively: Manage customer escalations with professionalism, acting as a point of resolution and example for the team.

• Adapt to Change: Navigate and implement process changes, ensuring team understanding and smooth transitions.

• Set Clear Expectations: Define goals, communicate performance standards, and hold team members accountable for results.

What We're Looking For

• Received meets expectations or higher on most recent performance review

• Minimum of six months in CX at Dandy

• Minimum +5 years experience in a high volume lab setting, digital dental labs ideal but not necessary. Time spent at Dandy counts towards the +5 years of experience

• Strong knowledge of Dandy digital workflows dental systems and their digital components

We offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off.

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.

Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will move at Dandy speed and do everything in our power to meet your needs.