Dental Clinical Support Team Lead (CSL) - Australia

Dandy
Sydney
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsSkills: ["Coaching","Data-driven decision-making","Operational excellence","Root cause analysis","Customer empathy"]

Lead a distributed Customer Experience (CX) Operations team for dental practices across Australia and New Zealand, supervising front-line lab technicians and CX Experts. Own daily operations, KPIs, escalations, and quality assurance for complex clinical inquiries via live chat and phone. Coach and provide customer service and clinical-communication guidance, build/maintain SOPs, localize standards across sites and languages, and drive operational efficiency using data and root-cause analysis.

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Dandy
Dandy
15 hours ago

Dental Clinical Support Team Lead (CSL) - Australia

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead a distributed Customer Experience (CX) Operations team for dental practices across Australia and New Zealand, supervising front-line lab technicians and CX Experts. Own daily operations, KPIs, escalations, and quality assurance for complex clinical inquiries via live chat and phone. Coach and provide customer service and clinical-communication guidance, build/maintain SOPs, localize standards across sites and languages, and drive operational efficiency using data and root-cause analysis.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Supervise and coach a distributed team of front-line lab technicians and CX Experts across multiple locations to help practices achieve better patient outcomes.
  • •Lead across sites and languages by building consistent standards and shared team culture.
  • •Own overall team performance and KPIs (productivity, accessibility, quality) by site and language queue; deliver feedback in 1:1s.
  • •Plan APAC time-zone coverage and perform QA to audit interactions, identify process gaps, and build SOPs.
  • •Identify operational bottlenecks and partner with cross-functional teams to implement improvements using root-cause analysis.

Pay and Benefits

Perks:Health InsuranceDentalParental LeavePensionPaid Leave

Key Requirements

  • •Professional fluency in English and the ability to work remotely from Australia with a strong internet connection.
  • •2+ years of front-line leadership experience in customer service, ideally in a startup or tech company.
  • •1+ years of direct people management or supervisory experience as a titled manager.
  • •Experience leading a distributed or multi-site team, with proven ability to manage and develop a team and drive measurable performance improvements.
  • •Customer service experience to adapt, empathize, and de-escalate while offering solutions; basic tech platform understanding (Zendesk preferred).
Experience:2+ yearsHealthcareClinicalDental
Skills:CoachingData-driven decision-makingOperational excellenceRoot cause analysisCustomer empathy
Languages:English
Tech Stack:Zendesk

Company Brief

Dandy
Dandy is a fully digital dental lab that provides intraoral scanners, chairside software, real-time clinical support, and AI‑accelerated manufacturing to streamline prosthetic workflows and improve patient outcomes for dental practices and DSOs.
Industry: HealthTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Seed
Headquarters: New York, United States
Founded: 2016
Glassdoor
Glassdoor: 3.4
WebsiteLinkedInGlassdoor