Director of Technical Support - Retail


e're SmileDirectClub, and we believe everyone deserves a smile they'll love. We also believe that you deserve a job you'll love. Good thing you found us, and we found you. At SmileDirectClub, we're all about empowering transformation. We want people to become more confident in how they look, how they feel, and how they think. So we're spreading smiles and positivity all over the country.

It's no small task. That's why we're looking for energetic, passionate, and confident team members who can help turn frowns, into life-changing grins. Are you up for it?

The Retail Director of Technical Support will be a high-impact leader that will be responsible for supporting and advancing our retail technology support processes and growth initiatives. You will be leading an international support team of helpdesk and field technicians responsible for supporting users and implementing new stores. These teams are focused on the timely delivery and support of technology with an emphasis on end-user security and customer satisfaction.



  • Oversee all aspects and resources for the technology helpdesk teams that are responsible for supporting SmileDirectClub's SmileShop operations.

  • Provide strategic and operational leadership of all functions within the retail technology support group.

  • Lead teams of internal resources and external partners that are responsible for consistent operation support and the deployment of new retail locations.

  • Responsible for the support escalation process including project management and engaging cross-functional teams to drive quick resolutions.

  • Leads with a continuous improvement mindset that consistently identifies and implements changes to improve the effectiveness and scale of the support team.

  • Develop and implement SLAs, KPIs, standards, procedures, and processes for the helpdesk group to develop continuous monitoring and drive improvements.

  • Lead the retail technology support teams with a focus on customer service, cost efficiency, and continuous improvement.

  • Responsible for vendor and SLA management with our key partners and service providers.

  • Lead business continuity management planning and identify improvements as it relates to the technology support.

  • Communicate with executive leadership team on support metrics, projects, and changes.

  • Manage issue management processes to identify and proactively remediate incident trends.

  • Maintain a strong focus on customer service and coach team members to develop and focus on improving customer relations.

  • Building and developing a team of capable problem solvers that can work independently and collaboratively with other functional groups.

  • Budgeting responsibilities include working with the VP of Global Infrastructure to develop and administer the departmental budget, including projecting technology spend to meet the needs of the organization in providing technical support for retail operations.

  • Research and evaluate new technologies and applications as appropriate


It will really make us smile if you have...

Bachelor's degree in technology related field, or relevant work experience
  • 8+ years of experience in technology leadership roles, including helpdesk or support teams.
  • Experience supporting retail operations and new store implementations.
  • Direct experience managing support operations and Helpdesk in an enterprise-scale, geographically distributed environment.
  • ITIL\ITSM certifications and experience.
  • Strong Knowledge of planning, design, implementation and support of enterprise technology solutions.
  • Strong working knowledge of support processes, change management, and project management.
  • Demonstrated results-oriented, team leadership abilities with a successful track-record of managing and delivering multiple projects simultaneously
  • Excellent verbal and written communication skills required.
  • Ability to work in a fast-paced environment but remain appropriately detail-oriented

Benefits of joining the club:
  • Medical, Dental and Vision Insurance
  • 401K with match
  • PTO
  • Aligner and Whitening Benefit
  • Collaborative work environment and positive culture

SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together. By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn't otherwise afford orthodontic treatment to get a better smile.

Who We Are:

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