Customer Support- Team Lead

Trusted Dental Technologies•Chamblee, GA

20h

About The Position

As Team Lead, Customer Support, you are to ensure customer satisfaction, lead a high-performing support team, and collaborate across departments to deliver exceptional service. This role serves as the operational right hand to the Director, converting strategic priorities into daily execution. In this role you are the first line of leadership for the team, acting as the execution partner to the Director, translating processes into daily operational success. You will serve as the people-facing leader for the Customer Support team, ensuring team clarity, consistency, and accountability in alignment with established processes.

Requirements

Degree in Information Systems, Computer Systems, or related field
Technical background and negotiation skills
Experience in a client-facing support role
Ability to translate high-level direction into actionable tasks with clear expectations and timelines
Ability to provide concise, structured updates to leadership and maintains strong cross-department communication
Proven skills in motivation, coaching and delivering feedback
Calm, steady, and clear communicator who brings stability in a fast-moving environment
Strong people leadership skills — empathetic, supportive, and able to motivate diverse personality types
Comfortable enforcing standards while maintaining an encouraging and approachable leadership style
High social ability and team engagement mindset
Process-oriented but people-first in approach
Strong follow-through and accountability management
Effective delegator and teacher; committed to developing others rather than doing the work themselves

Nice To Haves

A+ Certification and remote desktop support experience preferred
Knowledge of medical device industry, dental x-rays, and related software preferred
Familiarity with Ring Central, Shelf Knowledge System, NetSuite is a plus

Responsibilities

Lead, coach, and develop frontline team members to ensure adoption of process, adherence to high-quality service delivery standards, and consistent performance
Provide clear communication, motivation, and support to staff while maintaining a structured and predictable operating environment
Translate high level process and system changes into clear, practical steps for the team
Serve as the primary communication bridge, ensuring team understanding and preventing misalignment
Own process execution, KPI tracking, and continuous improvement within the team
Ensure clarity, consistency, and accountability across day to day workflows
Comfortable making decisions independently and recommending solutions, not just identifying problems
Drive accountability and follow through to resolve support cases, prioritize escalations, ensuring tasks stay with the team and provide solid customer outcomes with high satisfaction
Monitor team workload, identify gaps, and ensure issues are resolved at the supervisor level before escalation
Coach and develop team members, reinforcing expectations while maintaining a supportive culture
Manage are resolve conflict, deliver feedback, and hold individuals to performance standards
Share updates on products, procedures, and industry trends
Drive and contribute to development of training and development initiatives thru creation of and tracking of learning and development plans for the team
Participate and drive actionable outcomes through a formal RCA initiative
Enhance and maintain the knowledge system for usability and content
Act as an admin for team systems such as Ring Central, Team Viewer and Shelf Knowledge
Explore and implement new technologies, including AI, to improve service
Approve replacement parts and onsite service for equipment repair
Partner with vendors, technicians, and third parties to resolve complex technical issues
Create and maintain technical documentation; analyze support data and processes
Participate in interviewing, onboarding and retention of top talent
Assume additional responsibilities as assigned