Team Leader - Customer Success @ ManekTech

Job Description

Team Leader - Customer Success OrthoFX is the first all-in-one aligner solution preferred by doctors. We transform practices and patient lives through our innovation, technology, and value-added services so that doctors focus is only on delivering the best patient care. Designed using our patented, highly advanced polymers, our aligners deliver continuous optimal forces throughout the duration of the treatment. Backed by efficient treatment planning, advanced 3D controls, and AI-enabled remote monitoring, we have significantly helped our customers improve treatment predictability with low refinement rates, saving their practice time, cost and inconveniences. OrthoFX is the turnkey solution partner for every practice needs. We offer access to tools and tailored support services that practices need to succeed and maximize their profitability, eliminating inefficiencies in handling multiple vendors. The Companys high-touch, tailored sales optimization platform drives revenue and. profit growth with a focus on the rapidly expanding multi-location Orthodontist provide market. To date, the Company has partnered with over 1,850 locations setting the stage for growth and visibility into an expanding market opportunity. OrthoFX has been featured in multiple publications being noted as one of Silicon Valleys Best Tech Start-Ups of 2021 [and 2022] and mentions as a Disruptive Innovator in the clear aligner industry. Position Summary: We are seeking a dynamic and motivated Customer Support Team Leader to join our team. The Team Leader will be responsible for supervising and guiding a team of customer support representatives in delivering high-quality service and resolving customer inquiries efficiently. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for driving team success. Key Responsibilities: Lead, coach, and mentor a team of customer support representatives handling inbound calls, emails, and chat inquiries from US customers. Report to Operations Manager on key responsibilities. Embrace the 80-20 principle, allocating 80% of time towards supporting team processes and collaboration, and 20% towards aiding the Operations Manager in enhancing team performance. Monitor team performance, productivity, and quality of customer interactions to ensure adherence to company standards and service level agreements. Provide ongoing feedback, training, and performance evaluations to team members to enhance their skills, knowledge, and performance. Foster a positive and inclusive team culture that promotes collaboration, accountability, and continuous improvement. Identify and address performance issues, conflicts, and challenges within the team in a timely and constructive manner. Collaborate with cross-functional teams, including training, quality assurance, and operations, to drive process improvements and optimize customer support workflows. Serve as a point of contact for escalated customer inquiries and complaints, ensuring timely resolution and customer satisfaction. Generate and analyze performance metrics and reports to identify trends, opportunities, and areas for improvement. Stay updated on industry best practices, customer service trends, and product knowledge related to dental clear aligners. Qualifications: Bachelor's degree or equivalent work experience in a relevant field. Minimum of 3 years of experience in a customer support role, with at least 1 year in a leadership or supervisory position. Proven track record of successfully leading and developing high-performing teams in a fast-paced environment. Excellent communication skills, both verbal and written, with the ability to effectively interact with team members and stakeholders at all levels. Strong problem-solving abilities and decision-making skills with a focus on driving results and achieving team objectives. Proficiency in using customer relationship management (CRM) systems and other relevant software tools. Flexibility to work non-traditional hours as needed to support offshore operations. Knowledge of dental terminology and clear aligner products is a plus. We Offer: Comprehensive training and support for your job and career growth. Opportunity to expand industry knowledge. A fun, supportive, and high-performing culture. Advancement opportunities in Revenue Operations, including Sales, Marketing, and Customer Service. Job Location: Banglore Working Hours : US Shift

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Sales / BD
Functional Area: Not Applicable
Role/Responsibilies: Team Leader - Customer Success

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Keyskills:   customer support leadership communication team management problemsolving decisionmaking CRM systems dental terminology