About the Role
In this pivotal role, you'll be responsible for leading a team of software support professionals across the APAC region, ensuring an outstanding customer experience while achieving key support metrics. You’ll play a hands-on role in managing day-to-day operations, driving team development, and responding to critical incidents.
Key Responsibilities
- Leading, mentoring, and developing a high-performing support team.
- Managing team performance to meet and exceed KPIs across case resolution, call quality, and customer satisfaction.
- Handling critical incident escalations and working closely with internal development and implementation teams.
- Overseeing resource management, ticket allocation, and backlog resolution.
- Ensuring a high standard of call quality, knowledge base usage, and accurate CRM records.
- Coaching the team through continuous feedback, training, and performance appraisals.
- Supporting cross-functional collaboration with sales, customer success, and implementation teams.
What we’re looking for
- 3–5+ years of experience in customer service, with at least 1–2 years in a team leadership or supervisory capacity.
- Demonstrated success in managing and motivating technical support or help desk teams.
- Strong communication, people leadership, and organisational skills.
- A customer-first mindset with a keen focus on continuous improvement.
- Solid technical aptitude and hands-on experience with CRM systems and the Microsoft Office suite.
- Proven experience leading a software support team, ideally within a chat-based or multi-channel support environment.
- Experience working in a SaaS company is advantageous
- Knowledge of the healthcare or dental software market is a bonus — but not essential
Why Join Us?
- Hybrid working arrangmenets - WFH 2 days a week
- Brand new, modern office location - Chapel Street, South Yarra
- Be part of a global leader in dental software solutions.
- Work in a collaborative and supportive team environment.
- Opportunity to make a real impact on customer satisfaction and business success.
- Competitive salary and benefits package.
We’re a global leader in healthcare technology, with a strong local presence and a people-first culture. At Henry Schein One, you’ll join a company that genuinely cares — about its team, its customers, and the impact we make on everyday healthcare providers.