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Team Lead, Customer Success

Dandy· Commercial
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RemoteFull-timePosted 2mo ago

About the role

Training Team Lead to supervise and elevate the performance of frontline Trainers, ensuring an onboarding experience that drives customer success and operational excellence. Includes leadership, coaching, process optimization, and up to 20% travel for in-practice learning and Trainer support.

Responsibilities

  • Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers.
  • Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth.
  • Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement.
  • Foster a positive, collaborative team environment that prioritises customer success and operational excellence.
  • Develop and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best-in-class onboarding experience.
  • Manage team schedules, including PTO and holiday coverage, to ensure seamless operations.
  • Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements.
  • Develop, maintain, and optimise Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
  • Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams.
  • Identify opportunities to enhance training content and resources, collaborating with cross-functional teams to ensure alignment and continuous improvement.
  • Analyse team and customer performance data to inform decision-making and improve the onboarding process.
  • Execute training strategies that align with company goals and maximise the team’s capacity and impact.
  • Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery.

Qualifications

  • 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech.
  • 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting.
  • Proven ability to manage and develop a team, driving measurable performance improvements.
  • Hands-on problem solver with a passion for customer success and operational efficiency.
  • Strong communication and collaboration skills, with the ability to work effectively across teams.
  • Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach.
  • Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements.

Skills

Required:Team leadershipQuality AssuranceOperational excellence

Benefits

  • best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate (healthcare, dental, mental health support, parental planning resources, retirement savings options, generous paid time off)
Last updated Sep 23, 2026. Interested? Apply on the company site.

About Dandy

Your Fully-Modernized Dental Lab for Digital Dentistry - Dandy

Your full-service dental laboratory solution · Free scanner · Real-time communication · Easy case management · Fast turnaround times

digital dentistrydental labdigital workflowsintraoral scannerclinical support
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