Manager, Customer Support

Planet DDS is a dynamic and rapidly growing dental software company, serving over 13,000 practices across the United States with over 118,000 users. The company delivers a complete platform of cloud-based SaaS solutions for dental practices, including Denticon Practice Management, Apteryx Imaging, Cloud 9 Ortho Practice Management, and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices.
Are you a people person with a flair for solving problems and turning challenges into opportunities? As a Customer Support Manager at Planet DDS, you’ll be at the heart of our mission to provide top-notch service and support, overseeing the Tier One customer support team. This role is critical for ensuring that the frontline support team operates at peak efficiency and provides excellent service to customers.
*This is role will be hybrid (3x per week) onsite in our Atlanta, GA office (115 Perimeter Center Place, Atlanta, GA 30346)
Job Duties:

• Provide mentorship and guidance to supervisors, helping them develop their leadership skills.
• Oversee the recruitment, training, and continuous development of support technicians to ensure they are well-prepared to handle customer inquiries.
• Develop and implement long-term strategies for the Tier One support team to improve service quality and efficiency.
• Work closely with peers to define key performance indicators (KPIs) and objectives for the Tier One support team.
• Continuously assess and optimize Tier One support processes to ensure they are efficient, scalable, and customer-centric.
• Lead initiatives to reduce response times, improve first-contact resolution rates, and enhance overall customer satisfaction.
• Work closely with Tier Two support, product development, IT, and other departments to ensure seamless escalation and resolution of customer issues.
• Ensure that customer feedback is effectively communicated to relevant teams to drive product and service improvements.
• Collaborate with other managers to align support strategies across all tiers.
• Set higher performance standards for the Tier One team and ensure that these standards are consistently met or exceeded.
• Monitor and analyze key performance metrics, using data to identify trends, areas for improvement, and training needs.
• Prepare detailed reports for leadership, highlighting the performance of the Tier One support team, challenges, successes, and strategic recommendations.
• Lead initiatives aimed at improving the overall customer experience at the Tier One level, ensuring that the team provides timely, accurate, and empathetic support.
• Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
• Gather and act upon in-depth customer feedback to continually refine the support process.

Skills and Qualifications:

• Minimum of 5-7 years of experience in customer support, with at least 5 years in a management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in customer support software, CRM systems, and data analysis tools.
• Strategic thinking with a focus on process optimization and efficiency.
• Ability to handle high-pressure situations and make decisions quickly.
• Strong analytical skills with experience in performance tracking and reporting.
• A deep commitment to customer satisfaction and experience improvement.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to think critically and strategically about customer support operations.
• High level of empathy, patience, and professionalism in handling customer and team interactions.