Team Lead, Customer Success

About the role

Dandy is seeking a Training Team Lead to guide and improve the performance of our frontline Trainers. This role is crucial for ensuring new customers have a smooth onboarding experience. You will combine leadership, coaching, and process refinement to achieve this.

Key facts

What you'll do

• Oversee and mentor a team of Trainers responsible for customer onboarding.
• Conduct regular one-on-one meetings to provide feedback, review key performance indicators, and support professional growth.
• Develop and implement a Quality Assurance strategy to assess performance, offer actionable feedback, and drive ongoing improvement.
• Cultivate a positive and collaborative team environment focused on customer success and operational excellence.
• Create and execute enablement strategies to enhance team skills and knowledge, ensuring top-tier onboarding.
• Manage team schedules, including time off, to maintain continuous operations.
• Identify operational bottlenecks, propose scalable solutions, and work with other teams to implement improvements.
• Create, maintain, and refine Standard Operating Procedures for consistency and efficiency.
• Resolve recurring issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by collaborating with technical teams.
• Find opportunities to improve training content and resources, working with other teams for alignment.
• Analyze team and customer performance data to inform decisions and enhance the onboarding process.
• Implement training strategies that align with company goals and maximize team capacity.
• Serve as an escalation point for complex customer issues, ensuring prompt resolution and excellent service.

Requirements

• 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.
• Demonstrated ability to manage and develop a team, leading to measurable performance improvements.
• A hands-on problem solver dedicated to customer success and operational efficiency.
• Strong communication and collaboration skills for effective cross-team work.
• Comfortable operating in ambiguous, high-velocity environments with a proactive and resourceful approach.
• Intellectually curious and data-driven, capable of analyzing performance metrics and implementing improvements.

Nice to have

• Familiarity with the dental industry or prior experience in dentistry.
• Experience with workforce management, including scheduling and capacity planning.
• A positive attitude, sense of humor, and ability to foster a fun and engaging team culture.

Skills & tools

• Salesforce
• SFDC Scheduler
• Zendesk
• Portal

Practical notes

• This role includes up to 20% travel for in-practice learning and Trainer support.
• Dandy offers comprehensive benefits tailored to each country, typically including healthcare, dental, mental health support, parental planning resources, retirement savings, and generous paid time off.
• Dandy is an equal-opportunity employer committed to diversity and inclusion.
• Accommodations for interviews are available upon request.
• By applying, you consent to Dandy collecting and processing your personal information for recruitment purposes.