Supervisor, Customer Support

Planet DDS is a leading provider of a platform of cloud-based solutions that empowers growth-minded dental businesses. Now serving over 13,000 practices and 118,000 customers in North America, Planet DDS delivers a comprehensive suite of solutions, including Denticon Practice Management, Cloud 9 Ortho Practice Management, and Apteryx Cloud Imaging. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability.

We are seeking a Supervisor, Customer Support, to lead and inspire a team of talented Tier III support technicians while ensuring a high level of customer satisfaction and operational excellence. This position requires a self-directed, detail-oriented, and experienced in resolving complex issues while driving strategic improvements in support delivery. The Customer Support Supervisor will have a proven ability to manage support operations, mentor team members, and apply advanced domain knowledge to streamline processes.

* This is a hybrid role (2-3x per week) in our Atlanta, GA office (115 Perimeter Center Place, Atlanta, GA 30346)

JOB DUTIES  

• Responsible for monitoring all KPIs and ensure they are being met
• Supervise day-to-day operations of the customer support team, ensuring timely and accurate issue resolution.
• Provide leadership, mentorship, and guidance to technicians at all levels to foster growth and team cohesion.
• Work independently on complex projects and tasks, demonstrating initiative and organizational excellence.
• Apply advanced knowledge to guide problem resolution and provide strategic input into team workflows. • Manage team performance metrics, deliver feedback, and develop plans for continuous improvement.
• Ensure tickets are moving through the process in a timely manner
• Collaborate cross-functionally teams to escalate and resolve issues.
• Contribute to the development of new support models, policies, knowledge bases, and internal training resources.
• Ensure consistent, high-quality service by developing best practices and aligning with company support standards.
• Take ownership of high-visibility or sensitive client issues, ensuring resolution and client satisfaction.
• Lead initiatives that enhance internal tools, documentation, and communication workflows.
• Recruit, onboard, and train new team members, maintaining a high-performing and scalable support function.
• Represent customer needs internally, acting as the voice of the customer in strategic discussions.

Skills and Qualifications:

• 5+ years of relevant experience in technical support or related field
• 3+ years in a leadership or supervisory role
• Bachelor's degree in a relevant field or equivalent work experience.
• Proficient in using support tools and software.
• Demonstrated ability to lead and manage a diverse technical support team effectively
• Acquire a deep understanding of the company's products or services.
• Advanced knowledge of relevant technologies, platforms, and systems.
• Solid problem-solving skills with a methodical and analytical mindset
• Excellent written and verbal communication skills.
• Ability to translate technical issues into actionable insights for both technical and non-technical audiences.
• Deep understanding of customer support methodologies, metrics, and best practices.
• Experience driving continuous improvement through process optimization and performance management.
• Collaborative mindset with proven success in cross-functional environments.
• Committed to delivering outstanding customer experiences and cultivating team excellence.

PLANET DDS CORE IDEOLOGY

Mission:

Dental software is broken. We aim to fix it.

Vision:

To be the first choice for growth-minded dental businesses.

How do we get there?

To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values:

Collaborative – Working independently and across teams, we create scalable solutions to enable company growth

Empathetic – We are educated on the experience of our customers and feel vested in their success

Accountable – We feel ownership for the quality of our work and take pride in the positive outcomes

Trustworthy – We operate with integrity and honest, making promises we know that we can keep

Ambitious – We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders

An Equal Opportunity Employer – Including Disability/Veterans