Customer Service Representative managing patient accounts at OrthoCarolina. Responsible for answering calls, assisting patients, and processing insurance claims.
About the role
- Customer Support Supervisor managing support operations for dental solutions at Progitek. Focusing on customer experience, team leadership, and AI-supported operations.
Responsibilities
- Lead, coach, and develop a team of customer support specialists.
- Conduct regular coaching sessions, ticket reviews, and performance evaluations.
- Foster a customer-focused culture, collaboration, and continuous improvement.
- Define and track support KPIs.
- Implement scalable team processes.
- Oversee daily support operations across phone, email, and ticketing systems.
- Ensure timely and effective resolution of customer issues.
- Serve as the escalation point for complex or critical customer cases.
- Ensure all support interactions are documented and tracked.
- Ensure support interactions deliver a professional, empathetic, and solution-oriented experience.
- Help dental clinics maximize the value of the platform.
- Implement and manage AI-assisted support tools.
- Build and maintain a knowledge base and internal troubleshooting documentation.
- Analyze ticket trends to identify issues and gaps.
- Collaborate with Product and Engineering teams.
Requirements
- 3–5+ years of experience in technical support, SaaS support, or customer service operations.
- Experience mentoring or managing support teams.
- Excellent problem-solving and troubleshooting skills.
- Ability to explain technical concepts to non-technical users.
- Excellent written and verbal communication skills in French and English.
Benefits
- Competitive base salary
- Flexible time off
- Career growth opportunities in a high-growth company
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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