Convergent Dental has developed and launched Solea, a dental laser that can cut tissue in the oral cavity without anesthesia. Solea has quickly become the #1 hard and soft tissue laser in dentistry. This is an exciting time to join our amazing team. With our innovative technology we are looking to change the world of dentistry for dentists and their patients.

Job Summary
We are looking for a Customer Support Manager to join our team to lead a team of Product Support Representatives who assist customers with everything from user support to technical problem diagnosis and resolution, as well as provide calendar updates, job scheduling and logistics for the Field Service Engineers.

This is an exciting and challenging position that fills a critical need and contributes significantly toward the company’s world-class extreme customer support model.

Primary Responsibilities:

Recruit, train and manage a team of Product Support Representatives (PSR)
Develop and maintain a departmental playbook the provides the PSR with standards, procedures, training, product, and industry knowledge necessary to fulfill their primary responsibilities.
Regularly review all customer interaction (phone, email, text, chat) and provide feedback and coaching to the PSR team in a continuous quality improvement culture.
Establish Key Performance Indicators (KPIs) for team members and hold them accountable to reach their goals
Ensure the latest diagnostic steps are reflected within the SalesForce repair flows.
Develop, track and trend KPIs for review with senior leadership.
Conduct bi-annual performance reviews with direct reports and regular 1:1's
Ensure proper staffing levels are maintained to support workload
Handle escalated issues from Product Support Representatives
Ensure customer follow up is completed to validate problems are resolved to the customers satisfaction.
Lead the team to coordinate field support technicians, parts and supplies to ensure all are available as needed to resolve customer issues.
Manage the team to install, configure and run Convergent Dental diagnostic software remotely to resolve problems.
Develop a strong working knowledge of all Convergent Dental products and the methodologies utilized to effect remote problem resolution, field installations and repairs.
Ensure the team documents all interactions in Salesforce to ensure quality requirements are met and accurate records are maintained.
Escalate issues to senior leadership as required.
Lead the team through a continuous learning and improvement culture that optimizes customer support processes and procedures.

Key Skills:

Leadership – confidently demonstrate by example and guidance to elevate team
Active problem solving – able to interpret what customers might need and how to achieve the end-result
Organized – able to multi-task with impeccable follow through
Empathic listener– deeply understand the goals, drivers and needs of others
Tenacious – persistent dedication to our customers
Timeliness – work efficiently and with urgency
Self-starter – following process and responding to customer needs should come naturally
Excellent interpersonal skills - Create a positive environment within the Product Support Team and cross-functionally.
Customer Management – Work with customers patiently to identify and resolve complex issues.
Technical Aptitude – Demonstrated ability to learn new technologies quickly.
Written Communication - Writes clearly and informatively
Dependability - Takes responsibility, keeps commitments, knows when to involve others.

Requirements:

Bachelor's degree preferred
3+ years leading customer support, service, and/or experience teams
2+ years providing frontline customer support or service
Experience managing up to 8+ direct reports
Experience with medical device industry and/or field services activities a plus
A passion for mentoring others in their career growth and development
Demonstrated success in working collaboratively with a wide variety of business stakeholders
Experience strategizing around proactive support
Strong analytical skills and the ability to use data to drive recommendations

Position Location:
Waltham, MA
Remote and on-site. Requires 60% in office

About Convergent Dental:
Convergent Dental is a high-energy, high-tech, dental systems company that is experiencing rapid growth and looking for new team members who can grow with us. Our environment is fast paced and entrepreneurial. We seek someone who will thrive in a highly autonomous environment and is willing to roll up their sleeves to get the job done.

The Company has entered the market with Solea, the first-of-its-kind CO2 hard and soft tissue laser that cuts faster than any other laser-based system in dentistry. Solea’s speed and precision is a result of its wavelength and computer controls that are unique to Convergent Dental. If you are a motivated, career-oriented individual who is interested in being in on the early stage of a significant opportunity, Convergent Dental is the place for you.

Job Type: Full-time
Schedule: Monday to Friday

Benefits:
401(k) plan & employer match
Dental insurance
Flexible spending account
Health insurance
Paid time off
Vision insurance

Convergent Dental is committed to developing a diverse and talented team. All candidates that meet the job requirements are encouraged to apply. If you are unsure whether you meet 100% of the requirements, we encourage you to inquire and/or apply.

Convergent Dental is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Disclaimer for Recruitment Agencies
Convergent Dental, Inc. does not accept unsolicited resumes from recruiters or employment agencies in response to our Careers page or any job posting or social media post, nor are we looking to engage a new firm for recruitment services. Convergent Dental, Inc. will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited resumes. Convergent Dental, Inc. explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes received, including those submitted to hiring managers, are deemed to be the property of Convergent Dental, Inc.