Supervisor, Digital Helpdesk
About The Position
The Supervisor of Digital Help Desk for Aspen Dental branded practices will assist in leading a team dedicated to providing exceptional support to our doctors, offices, and field leaders. This role ensures customer inquiries, escalations, and issues are handled promptly, root causes are identified and resolved, and service excellence remains a priority. The Supervisor will follow direction from the Manager of the Digital Help Desk to ensure critical Digital Dentistry Support to Field Teams is being provided. This role will provide leadership, coaching and development to assigned Digital Help Desk Team Members and will hold the Team accountable to agreed upon KPIs. They will also act as a Subject Matter Experts (SME) for Digital Dentistry systems and processes.
Requirements
- High school graduate or equivalent
- 3+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services.
- Familiarity with dental, medical, or manufacturing environments.
- Ability to lead a team in a fast-paced, Remote Work environment
- Experience managing escalations in a multi-location or distributed service model.
- Must be comfortable assisting and/or training Field Team Members in a virtual environment
- Experience in Digital Dentistry technologies and workflows - including 3Shape Scanners, Digital Design Workflows and the SprintRay Digital Ecosystem - required
- Ability to multi-task
- Strong problem-solving skills and a commitment to driving resolution and improvement.
- Excellent verbal and written communication skills
- The ability to conduct up to 25% travel
Nice To Haves
- Experience in a Help Desk or Ticket Management System preferred, but not required
Responsibilities
- Customer Support Leadership: Lead a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision. Provide support to Digital Dentistry processes and workflows.
- Workforce Management: Coordinate Team availability to ensure agents are available to provide Digital Dentistry Support at any given time. Ensures support processes are completed in a timely manner.
- Collaboration and Partnership: Partners with associated Digital Dentistry support teams to escalate and resolve issues, and collaborates with Field Teams & Leadership to resolve and provide feedback on support-related issues.
- Continuous Improvement: Analyze trends in customer feedback and operational performance and provides learnings to Support Leadership
- Team Development: Provide direct support and guidance to a high-performing team that is equipped to handle complex issues and provide world-class customer service. Continue to build and support an “Anything People” culture amongst team and business partners.
- Metrics and Reporting: Manage Team dashboards and escalate unresolved inquiries to Leadership. Track and report on customer service KPIs, using data to inform decisions and drive accountability.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
