Team Lead, Customer Success
Job description
The Training Team Lead supervises and coaches a team of frontline Trainers who support new customers during onboarding, combining leadership, coaching and process optimization. The role also owns QA strategy, enablement and operational improvements for the onboarding experience.
At a glance
- Work mode
- Remote
What you'll do
- Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers
- Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth
- Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement
- Foster a positive, collaborative team environment that prioritises customer success and operational excellence
- Develop and execute enablement strategies to enhance team skills, knowledge, and performance
- Manage team schedules, including PTO and holiday coverage, to ensure seamless operations
- Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements
- Develop, maintain, and optimise Standard Operating Procedures (SOPs)
- Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams
- Identify opportunities to enhance training content and resources, collaborating with cross-functional teams
- Analyse team and customer performance data to inform decision-making and improve the onboarding process
- Execute training strategies that align with company goals and maximise the team's capacity and impact
- Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery
What we're looking for
- 3+ years of professional experience in fast-paced environments such as startups, consulting, or tech
- 2+ years of direct people management experience as a titled manager, leading small teams in a dynamic business setting
- Proven ability to manage and develop a team, driving measurable performance improvements
- A hands-on problem solver with a passion for customer success and operational efficiency
- Strong communication and collaboration skills, with the ability to work effectively across teams
- Comfort operating in ambiguous, high-velocity environments with a proactive and resourceful approach
- Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements
Nice to have
- Familiarity with the dental industry or prior experience in dentistry
- Workforce management experience, including scheduling and capacity planning
- A positive attitude, sense of humor, and ability to foster a fun and engaging team culture
Your team
Training
Team of frontline Trainers who support the success of new customers during onboarding
Benefits
For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate
Local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off
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About Dandy
Building the operating system for dental offices around the world
Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world's leading venture capital firms, we're on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.
Mission
To simplify and modernize every function of the dental practice through technology
Key facts
- Dental technology
- Industry worth over $400B
- Backed by some of the world's leading venture capital firms