Customer Support Representative Lead

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Customer Support Representative Lead – 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 Customer Support Representative Lead to our team.  The CareStack Customer Support Representative Lead will be the driving force behind mentoring and leading Customer Support Representatives to Level 1 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 <span> over half of the new features were born of requests from existing customers.

SDuties & Responsibilities

  • All customer interactions must make the customer realize that they are valued at CareStack and that they are the purpose of our business
  • Must provide the best possible customer experience to all customer inquiries in terms of accuracy and timeliness of resolutions
  • Must handle all channels of customer support: Chat, Email, Inbound and Outbound calls
  • We have excellent Standard Operating Procedures that are well documented and guide the process and procedures to be followed.  This should always be honored and followed
  • The CareStack product continuously evolves with increased and improved features with each release.  Focused and consistent self-learning is expected from all the team members to keep up with the product changes
  • Strive to  achieve the key performance Indicator goals for individuals and departments, as communicated by the supervisor
  • Collaborate with globally distributed Level 1, Level 2 and Level 3 support teams
  • Assist L1 Customer Support Agents with difficult support inquiries
  • Continuously monitor the quality of service delivery
  • Collaborate with vendors and partners to obtain speedy resolutions to customer concerns
  • Get into calls with customers to resolve escalated issues or concerns

    Supervisory Responsibilities

    • Mentor and Lead to Level 1 Customer Support Agents

    Skills & Qualifications

    • High school diploma or equivalent
    • Dental Experience 8 years and up
    • Total experience capped at 18 years. (This is a mid-level position, and we want to be mindful of individual aspirations.)
    • Deep knowledge of all Dental practice workflows and job functions
    • Deep knowledge in at least two dental practice management software
    • Deep knowledge of Revenue Cycle Management
    • Deep knowledge of KPIs for Dental practices
    • Knowledge of the Dental Industry in the US and CareStack’s target market
    • Experience working with clearing houses, electronic eligibility & claims, ERAs
    • Experience providing exceptional customer service
    • Be able to quickly master the functionality and features of fairly complex and comprehensive software that caters to all needs of dental practice
    • Be able to empathize with all job functions at a dental practice
    • Must be a team player who makes it a priority to give more to the team and help others in the team do more and better
    • Excellent emotional intelligence to maintain composure during difficult customer conversations
    • Excellent writing and speaking skills that engage the listener
    • Strong analytical and problem-solving skills
    • Energetic & passionate about everything you do for the job you accept
    • Leadership skills to manage a highly motivated team

      Work Environment

      • On-Premise, in-office job based out of the Celebration, FL corporate office.  Not a hybrid or remote position. (This is needed to realize 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 Monday through Thursday, 7am – 4pm OR 11am – 8pm, Fridays, 7am – 4pm OR 9am – 6pm and once Saturday/Sunday 7am – 3pm per month.  All times are Eastern

      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.