Clinical Support Team Lead

📋 Description

• Supervise and coach CX frontline team to assist customers with dental products.
• Manage team performance and KPIs: productivity, accessibility, quality.
• Oversee escalations and collaborate with cross-functional teams to improve support processes.
• Audit QA and deliver actionable agent feedback; build and maintain SOPs.
• Identify bottlenecks and implement scalable improvements across the team.
• Develop, maintain, and optimize SOPs for consistency and efficiency.

🎯 Requirements

• 2+ years frontline leadership in customer service (startup/tech)
• 1+ years direct people management/supervisory experience
• Proven ability to develop a team and drive performance
• Customer service experience with de-escalation skills
• Basic understanding of tech platforms; Zendesk preferred
• Comfortable in ambiguous, high-velocity environments

🎁 Benefits

• Healthcare and dental coverage
• Mental health support and parental planning resources
• Retirement savings options and generous PTO
• Inclusive, equal-opportunity culture