Software Support Team Lead

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.

Client-provided location(s): Melbourne, Australia

Job ID: Henry_Schein-R131063

Employment Type: FULL_TIME

Posted: 2025-11-17T18:37:30