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Dental Clinical Support Team Lead - Australia

Dandy· Commercial
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Hybrid (Australia - Sydney)Full-timePosted 1mo ago

About the role

Clinical Support Team Lead for the Customer Experience Operations, leading a team of agents delivering frontline support for dental products and services, with a focus on KPIs, process improvement, and escalations.

Responsibilities

  • Supervise and coach a team of front line agents focused on assisting customers with our dental products, services and tools; guiding best practices to achieve the best outcome for their patients.
  • Understand, track and report on KPIs including productivity, accessibility and quality
  • Uphold performance standards and deliver feedback in 1:1s
  • Perform interaction quality audits and deliver actionable agent feedback to agents on your team, identifying gaps in process consistency, efficiency, and scalability and collaborate with the CX Enablement team to build out SOPs.
  • Identify operational bottlenecks, propose scalable solutions to CX Leadership, and collaborate with cross-functional teams to implement improvements.
  • When faced with problems, use non-standard approaches and root cause analysis to independently recommend and resolve issues.
  • Use analyses to identify, prioritize and recommend solutions to improve the overall customer experience.
  • Foster a positive, collaborative, performance-driven team environment that prioritizes customer experiences and operational excellence.

Qualifications

  • 2+ years of frontline leadership experience in customer service, ideally working with customer or technical service teams.
  • 1+ years of direct people management or supervisory experience as a titled manager is required.
  • Proven ability to manage, coach and develop a team, driving measurable performance improvements.
  • A calm, empathetic leader adept at handling escalated customer issues, guiding them toward swift resolutions, and preserving positive relationships.
  • Basic understanding of tech platforms and the ability to learn new platforms quickly.
  • Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach.
  • Willingness to roll up your sleeves and fix problems in a hands-on manner.
  • Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements.

Skills

Required:Frontline leadershipPeople managementCustomer service

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 Oct 14, 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
Company profileWebsite

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