Clinical Support Team Lead – Dental (APAC)

About the role

We’re hiring a Clinical Support Team Lead (CSL) in Australia to join our Customer Experience (CX) Operations team and help deliver a best‑in‑class experience to dental practices across APAC. You will lead a distributed team of front‑line lab technicians and CX experts, handling complex dental and clinical inquiries through live chat, phone and other channels.

Key responsibilities

• Supervise and coach a multi‑site team of lab technicians and CX experts, ensuring consistent standards and a shared culture.
• Own team performance and KPIs, tracking productivity, accessibility and quality across sites and language queues.
• Plan coverage across APAC time zones so practices reach the right person the first time.
• Perform QA audits, identify process gaps and create SOPs to close them.
• Collaborate with cross‑functional partners, including US‑based CX Operations, to implement scalable improvements.
• Analyze data to drive operational efficiency and report on key metrics.

Required profile

• Professional fluency in English and based in Australia with reliable remote work setup.
• 2+ years of front‑line leadership in customer service, preferably in a startup or tech environment.
• 1+ years of direct people‑management experience as a titled manager.
• Experience leading distributed or multi‑site teams and delivering measurable performance improvements.
• Strong customer‑service background with ability to de‑escalate situations and provide solutions.
• Basic understanding of tech platforms; prior experience with Zendesk is a plus.

What we offer

• Comprehensive health, dental and mental‑health benefits.
• Parental planning resources and retirement savings options.
• Generous paid time off and flexible remote work arrangements.