Supervisor, Customer Support

Position Overview

Planet DDS is a leading provider of cloud‐based solutions that empower growth‐minded dental businesses. 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 — designed to drive seamless integrations, improved workflows, and future‐proof scalability.

We are seeking a Supervisor, Customer Support, to lead and inspire a team of talented support technicians while ensuring a high level of customer satisfaction and operational excellence. This role requires a self-directed, detail-oriented leader experienced in resolving complex issues and driving strategic improvements in support delivery.

Key Responsibilities

• Responsible for monitoring all KPIs and ensuring they are 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 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

Required Qualifications

• 5+ years of relevant experience in technical support or a 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
• 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
• An Equal Opportunity Employer – Including Disability/Veterans

Planet DDS Core Ideology

Why are we here? Unleashing dentists and their staff to focus on patient care.

Where are we headed? In the next 5 years, Planet DDS will remain the leading provider of cloud-based technology solutions in North America, expanding to serve more than 25,000 dental practices.

How do we get there? We adopted a set of common values to encourage measurable progress and make the best decisions on behalf of employees and customers.

• Collaborative – Working independently and across teams to create scalable solutions for company growth
• Empathetic – Educated on the customer experience and vested in their success
• Accountable – Taking ownership for the quality of our work and celebrating positive outcomes
• Trustworthy – Operating with integrity and honesty while keeping our promises
• Ambitious – Driven to make a long-term, positive impact on the lives of dental market leaders