Manager - Customer Excellence

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Manager, Customer Excellence – CARESTACK

Full-time Position – Celebration, FL

CareStack, an all-in-one, cloud-based Dental Practice Management Software (PMS) solution for multi-site group practices, DSOs, solo practices and startups, is adding a Manager – Customer Excellence to our Customer Success team. Our Customer Support Manager will be highly motivated, experienced in multi-location Dental Ops Management and an innate people leader. This person will be the driving force behind mentoring and developing Customer Support Agents. Come join the fast-growing CareStack team where #westartwithcare.

The Company

CareStack was founded in 2015 by Dr. Mark Huzyak and Abhi Krishna.  Mark had been practicing dentistry for nearly three decades and none of the Dental Practice Management Systems (PMS) that existed in the market could keep up with the needs of his growing group practice.

So, Mark reached out to a group of software experts, led by Abhi Kirshna, to create a state-of-the-art, cloud-based all-in-one technology platform that fundamentally transforms the way dentists work and manage their practices.

CareStack was born because Mark believed”…that dentistry deserves tools are as modern, well-designed, and easy-to-use.  Our mission is to pioneer the digital transformation of the dental industry with simple, modern, cloud-based solutions.”

Today, CareStack is serving as the Dental PMS for more than 2000 providers, they employ over 500 talented professionals across the globe, and they continue to lead the pack when it comes to cloud-based Dental platform innovation.  With a customer-centricity that permeates all business decisions made, CareStack is continually improving its product with new releases every two weeks, and over half of the new features were born of requests from existing customers.

Duties & Responsibilities

  • Ensure 100% customer satisfaction and strive for the best possible customer experience
  • Ensure the timeliness and quality of issue resolution at all times
  • Define, track and monitor Customer Support Metrics and KPIs
  • Define, monitor and continuously improve the policies and procedures that enable efficient customer support
  • Ensure 100% team satisfaction
  • Build and grow a high performing and happy team
  • Define, track and monitor performance related Key Responsibility Areas for team members
  • Maintain a continuous and consistent feedback loop with each team member
  • Facilitate onboarding and offboarding of team members
  • Forecast hiring needs and coordinate recruitment
  • Serve as Subject Matter Expert (SME) for the CareStack PMS product and also recommend best practices and Key Performance Indicators – KPIs for Dental Practices and DSOs
  • Create and promote a learning environment
  • Develop competency improvement training and assessment programs for the team
  • Handling escalated customer support situations for the team that requires expert involvement
  • Groom and mentor customer support agents to develop into Customer Account Managers and escalation handlers
  • Collaborate with a globally distributed, multi-tiered technical support team to enable efficient customer support
  • Collaborate with external vendors and partners to obtain speedy resolutions to customer concerns
  • Collaborate with a globally distributed Product Engineering team to bring about the most sought-after product changes for our customers
  • Collaborate with the product management team to ensure the product roadmap meets all relevant customer and industry needs

Supervisory Responsibilities

  • Will assume accountability for growing and developing the Customer Success Team of 10+ Agents

Skills & Qualifications

  • Experience managing operations for a DSO or a multi-location Dental Practice
  • Experience building and managing a highly motivated team (10+ in size)
  • Experienced with dental technology and related software
  • Deep knowledge of all Dental practice workflows and job functions
  • Technical aptitude with at least two dental practice management software’s
  • Strong understanding of Revenue Cycle Management
  • Excellent writing and speaking skills that engages the listener
  • Strong analytical and problem solving skills
  • Experience creating and monitoring KPI metrics for Dental Practices
  • Experience working with clearing houses, electronic eligibility & claims, ERAse
  • Experience providing exceptional customer service
  • Tech Savvy fast-learner and critical-thinker with strengths in troubleshooting, team building and motivation and operational process improvement
  • Concise with excellent writing and speaking skills that engage the audience
  • Strong analytical and problem-solving skills with a passion for working in teams and serving customers

Work Environment

  • On-site role in our corporate HQ location in Celebration, FL. This is NOT a remote position. Our onsite culture in Customer Success is integral to the swift ramp-up of all internal organization functions to support the exponential increase in the scale of operations planned at CareStack in the coming years.  This also means increased growth opportunities for all our team members.
  • Shift hours are Monday – Friday, 8AM – 6PM ET. This will also include one Saturday | Sunday shift per month.

Certificates, Licenses, Registrations

  • None required

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Perks of the Job

Healthcare Coverage

Multiple healthcare plans available, Vision, Dental AD&D and Life Insurance

Health Savings

Tax-free, employee-funded designed to supplement anticipated medical costs

Paid Leave

Competitive Paid Time Off (PTO) plan, Paid Holidays and Sick Leave

Financial Benefits

Section 125 Flexible Spending Account, Dependent Care Account DCA, Health FSA

Working Advantage

Cost-Free Benefits program providing employees access to thousands of discounts

Wellness Programs

Employee Assistance program to enhance wellbeing and assist with work-life balance


Interested? Talk with a Recruiter

Still reading? Why not discuss it with one of our recruiters? You’ll either walk away affirmed that this wasn’t the one that got away, or you will be one step closer to your new career home.