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Dandy is transforming the dental industry through technology, building an operating system for dental practices globally. We're seeking a Clinical Support Team Lead to join our Customer Experience Operations team, leading a distributed team of lab technicians and customer experience experts across Australia and New Zealand.
In this role, you'll supervise and coach front-line team members handling complex dental and clinical inquiries via live chat, phone, and other channels. You'll lead across multiple sites and languages, building consistent standards and shared team culture despite geographic distribution. Key responsibilities include managing overall team performance and KPIs (productivity, accessibility, quality), planning coverage across APAC time zones, performing quality assurance with actionable feedback, and collaborating to localize Standard Operating Procedures across markets.
You'll identify operational bottlenecks and propose scalable solutions in partnership with cross-functional teams, including US-based CX Operations. The role requires strong data analysis skills to track performance metrics and drive improvements. You'll foster a positive, collaborative environment that prioritizes customer experience and operational excellence, while demonstrating resourcefulness in resolving issues independently and rolling up your sleeves when needed.
Dandy offers comprehensive benefits including healthcare, dental, mental health support, parental planning resources, retirement savings, and generous paid time off.
REQUIREMENTS:
- Professional fluency in English (working language)
- Based in Australia with ability to work remotely and strong internet connection
- 2+ years front-line leadership experience in customer service, ideally in startup/tech
- 1+ years direct people management or supervisory experience as a titled manager (required)
- Experience leading distributed or multi-site teams, or clear evidence of ability to thrive doing so
- Proven ability to manage and develop teams, driving measurable performance improvements
- Customer service experience with proven ability to adapt, empathize, de-escalate, and offer solutions
- Basic understanding of tech platforms with ability to learn quickly; Zendesk experience preferred
- Comfort in ambiguous, high-velocity environments with proactive, resourceful approach
- Intellectual curiosity and data-driven mindset with ability to analyze performance metrics
PREFERRED:
- Previous healthcare or clinical setting experience
- Dental lab technician background or familiarity with dental industry
- Experience supporting/leading teams across Australian markets
- Comfort working across time zones including US team overlap
