Technical Support Manager

Flex Dental Customer Support ManagerAt Flex Dental, we go beyond checking boxes; our integration and automation are unparalleled. Every feature serves a purpose, creating seamless collaboration with Open Dental's practice management system. Our commitment to meaningful functionalities and innovative automation transforms workflows, ensuring efficiency and pushing the boundaries of Open Dental practice management.Flex Dental is focused on simplifying the lives of dentists and their staff. We're a growing company specializing in a specific area of the dental industry and work exclusively with Open Dental to create a comprehensive solution. By integrating with Open Dental, we aim to deliver innovative tools and services that streamline dental practice management. In short, we're developing cutting-edge solutions for dentists and fostering a great workplace culture for our team.Job ResponsibilitiesEssential Duties:Lead, coach, and develop the Customer Support team to deliver exceptional customer experiences and achieve departmental goals.Conduct regular one-on-one meetings, performance reviews, coaching sessions, and career development conversations.Foster a culture of accountability, collaboration, continuous learning, and customer advocacy.Oversee daily support operations, ensuring timely resolution of customer inquiries, escalations, and service requests.Monitor team performance, quality, customer satisfaction, and operational metrics to identify trends and drive continuous improvement.Serve as the primary escalation point for complex customer issues, partnering with internal teams to resolve customer-impacting problems.Analyze support trends, recurring customer issues, and operational data to identify opportunities for process improvement and reduce future customer effort.Maintain support documentation, workflows, and knowledge base content to ensure accurate and consistent support delivery.Partner with Product, Engineering, Sales, Customer Success, and Implementation to communicate customer feedback, improve product quality, and support new releases.Assist with hiring, onboarding, workforce planning, scheduling, and resource planning.Provide direct customer support during high-volume periods or critical customer situations.Perform other duties and special projects as assigned.Job Qualifications3+ years of leadership experience in Customer Support/Technical SupportDemonstrated success leading and developing high-performing customer support teams.Ability to prioritize multiple initiatives in a fast-paced environment.Experience using Zendesk ticketing system and reporting tools.Knowledge and SkillsStrong leadership, coaching, and employee development skillsExcellent interpersonal and conflict resolution abilitiesCustomer-first mindset with a commitment to service excellenceStrong analytical skills with the ability to interpret support metrics and make data-driven decisionsExcellent organizational and time management skillsAbility to build collaborative cross-functional partnershipsStrong written and verbal communication skillsComfortable working in a fast-paced, changing environmentProficiency with Windows and macOS operating systemsGeneral understanding of networking, hardware, SaaS applications, and technical troubleshooting conceptsPhysical Activities:This position primarily requires sitting, working at a computer, and communicating with customers and employees. Occasional standing, walking, and lifting up to 15 pounds may be required.