Technical Support Team Lead
Role details
Job location
Tech stack
Job description
Practice Management - Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging.
Patient Experience - A digital-first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old-school phone calls and paper forms.
Our CultureWe are problem solvers, not ticket takers, and we champion creative problem-solving. Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user's experience. Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations-we are creating long-lasting partnerships that drive positive outcomes.
Your ImpactAs a Team Lead in the support team, you will work within the team and alongside our practices. Responsible for your team, reporting to and working closely with the Support Manager, you will play a key role in executing our business and departmental strategies. This role requires the ability to lead and inspire your team to achieve set targets (Call targets, customer outcomes, NPS and retention).
What You'll Do
Lead and develop a high-performing team, motivating and inspiring your team to reach and exceed all set targets and KPIs
Coach team members in best practices, fostering a culture of continuous development
Ensure all team members have clear, up-to-date Individual Development Plans (IDPs), and receive regular performance reviews and meaningful 1:1 conversations to support growth, engagement, and accountability
Maintain a trusting, collaborative environment, enabling the team to thrive
Lead the recruitment efforts for your team, identifying and hiring top talent
Promote an inclusive and diverse culture, in line with the Henry Schein One values
Requirements
Experience on a support desk and managing teams through change
Ability to collaborate and coordinate work with multiple departments and stakeholders
Ability to multi-task and stay organised in a dynamic work environment, with excellent attention to detail
Innovative and creative, with the ability to develop, deliver and evaluate brilliant ideas
Credible, confident and articulate, with excellent communication and presentation skills
Uncover needs, and be able to challenge customer assumptions in a constructive and business-like fashion
Excellent independent decision making, analysis and problem-solving skills
Highly developed interpersonal and relationship skills
Excellent verbal and written communication skills
Solid experience in coaching, developing and motivating staff
