VP of Customer Support

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 functi