About Us
We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced VP of Customer Support who can help our organization by optimizing self-service, AI solutions, and outsourcing partnerships to drive efficiency, customer satisfaction, and retention in addition to defining and executing a scalable support strategy that aligns with the company's growth objectives. If the profile below sounds like you - let's talk!
What You"ll Do
The Vice President of Customer Support will define and execute a scalable support strategy that aligns with the company's growth objectives. This leader will oversee our support organization and transform it into a world-class operation capable of handling increased complexity and volume while maintaining exceptional service quality.
The VP will optimize self-service, AI solutions, and outsourcing partnerships to drive efficiency, customer satisfaction, and retention. They will also play a key role in ensuring the support organization has a strong focus on managing change effectively to align teams, processes, and technology with the company's growth trajectory.
Outcomes You'll Own
Scaling the Organization
- Team Assessment and Development: Conduct a thorough review of the existing team structure, roles, and skill sets to identify strengths and gaps. Build a highperforming team through targeted hiring, training, and development programs.
- Capacity Planning: Develop workforce plans to ensure the team scales efficiently in line with the company's growth, balancing in-house staff and outsourcing resources to meet demand.
- Leadership Development: Build a strong support leadership team to drive operational excellence, mentor staff, and execute strategic initiatives.
- Change Leadership: Act as a change agent by fostering a culture that embraces innovation and adaptability, ensuring all team members are aligned with new goals, processes, and technologies.
Support Strategy and Performance
- Retention and Satisfaction Impact: Develop and implement strategies to reduce churn and improve customer satisfaction through superior support delivery.
- Enhanced Service Delivery: Set and achieve world-class support KPIs, including customer satisfaction (CSAT), first response time, resolution time, and SLA adherence.
- Escalation Management: Establish robust processes for managing escalations from high-value customers (DSOs and 3+ locations) to ensure swift and effective resolution.
- Change Management for Customer Experience: Implement change initiatives that enhance the customer experience, ensuring smooth transitions for new processes or tools.
- Tier 2/Technical Support Oversight: Take ownership of the Tier 2 support team responsible for resolving technical tickets, identifying bugs, and surfacing unexpected behavior to the Product and Engineering teams. Establish rigorous processes to track these issues through Jira and ensure timely resolution. Drive improvements in collaboration and accountability between support and product teams.
Vendor and Partner Management
- BPO Optimization: Audit the current BPO provider's performance, renegotiating terms or transitioning to new partners if necessary to achieve cost and quality objectives.
- Seamless Transition Plans: Develop and execute plans to transition BPO partners or bring functions in-house with minimal disruption.
- Integration with Internal Operations: Ensure external partners align with internal workflows, reporting systems, and quality assurance processes.
- Vendor Change Management: Effectively manage changes in vendor relationships, ensuring alignment with the company's goals and minimal disruption.
Technology and Process Improvement
- AI and Self-Service Optimization: Enhance AI chatbot capabilities and expand self-service content to handle increased inquiry volumes while reducing agent workload.
- Data-Driven Improvements: Leverage analytics to identify trends, address root causes of recurring issues, and inform product improvements.
- Workflow Automation: Streamline ticket routing, prioritization, and resolution processes with advanced tools and automation.
- Change Enablement for Technology: Lead change management initiatives for new tools and systems, ensuring successful adoption and measurable outcomes.
- Jira Process Enhancements: Overhaul the use of Jira for tracking and resolving Tier 2 technical tickets. Implement streamlined workflows, enforce SLAs, and ensure alignment between support, product, and engineering teams to deliver timely solutions.
Stakeholder Collaboration
- Cross-Functional Alignment: Partner with Product and Engineering teams to prioritize features and fixes that reduce support volumes and improve customer experiences.
- Customer Insights Sharing: Develop mechanisms to share actionable insights from support interactions across the organization to drive systemic improvements.
- Executive and Investor Communication: Present support performance metrics and strategic initiatives to the executive team and Private Equity stakeholders, demonstrating the function's impact on retention and revenue growth.
- Change Management for Stakeholders: Engage stakeholders across the company to ensure alignment and buy-in for support transformation initiatives.
What Will Make Us REALLY Love you:
- 10+ years of experience in customer support, with 5+ years in leadership roles at high-growth SaaS companies.
- Proven track record of scaling support organizations to meet aggressive ARR and retention growth targets.
- Expertise in optimizing self-service, AI solutions, Workforce Management and outsourcing strategies.
- Demonstrated success in leading organizational change initiatives.
- Deep knowledge of support metrics, operational KPIs, and how to use them to drive performance.
- Strong negotiation and vendor management skills to optimize BPO relationships or transition to new models.
- Exceptional analytical skills for identifying gaps and implementing data-driven solutions.
- Proven ability to manage change effectively, fostering alignment
- Advanced proficiency with Jira or similar tools for ticket tracking and resolution.
- Collaborative, innovative, and customer-focused.
- Demonstrated ability to inspire teams and navigate rapid growth and change.
- Adept at leading teams through periods of transformation and ensuring adoption of new processes and tools.
- Familiarity with supporting small business clients (1-2 location dental practices) and enterprise-level customers (DSOs).
- Experience with support organizations processing high inquiry volumes (10K+ per month).
- Background in Private Equity-backed environments or experience preparing for acquisitions.
What You"ll Love About Us
- Flexible Time Off + 11 paid holidays
- Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
- Company sponsored Life, Disability & AD&D
- Mental Health support programs, Cellphone & Gym membership Discounts
- 100% Paid Parental Leave
- 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
- Tuition Reimbursement program
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