Enterprise Sales Support Specialist supporting Softchoice’s cloud, AI, software, and digital workplace solutions. Managing quotes, annuity business, contracts, vendors, and customer relationships.
About the role
- Customer Support Manager leading AI-enabled support for Dentitek, a SaaS platform serving Quebec dental clinics. Improving team performance, automation, customer retention, and product feedback.
Responsibilities
- Lead, mentor, and develop a team of Customer Support Specialists
- Conduct regular coaching sessions, ticket reviews, and performance evaluations
- Foster a culture of customer obsession, collaboration, and continuous improvement
- Define and monitor support KPIs, including response time, resolution time, CSAT, and escalation rates
- Build scalable team processes as the customer base grows
- Oversee daily support operations across phone, email, and ticketing channels
- Ensure fast and effective resolution of customer issues
- Act as the escalation point for complex or high-impact customer cases
- Ensure support interactions are documented and tracked within the support system
- Help dental clinics maximize the value of the Dentitek platform
- Partner with Customer Success to improve retention and adoption
- Implement and manage AI-assisted support tools
- Assist in designing and customizing AI agents and ensuring successful deployment
- Identify repetitive workflows for AI or process automation
- Measure automation productivity and support-efficiency gains
- Build and maintain a knowledge base and internal troubleshooting documentation
- Analyze ticket trends to identify product issues, recurring bugs, and training gaps
- Collaborate with Product and Engineering to improve product usability and reliability
- Create training materials and best practices for customers and internal teams
- Support the onboarding of new clinics to Dentitek alongside the Implementation and Training teams
- Escalate technical issues and investigate system behavior with Engineering
- Provide structured product feedback based on customer issues and feature requests
Requirements
- 3–5+ years of experience in technical support, SaaS support, or customer service operations
- Experience mentoring or leading support teams
- Strong troubleshooting and problem-solving skills
- Ability to explain technical concepts clearly to non-technical users
- Excellent written and verbal communication skills in French and English
- Experience in the dental, healthcare, or medical software industry
- Knowledge of dental clinic workflows, including scheduling, billing, patient records, and insurance
- Experience with CRM or ticketing platforms
- Experience implementing AI tools or automation in support workflows
- Familiarity with SaaS environments, APIs, and cloud systems
- Customer-first mindset
- Analytical problem-solving ability
- Strong ownership and accountability
- Ability to simplify complex problems
- Passion for improving the customer experience through technology and automation
Benefits
- Competitive base salary
- Flexible time off
- Career growth opportunities within a fast-growing company
- Support dental professionals across Quebec with mission-critical software
- Join a collaborative and innovative technology company
- Work with a growing SaaS platform used by more than 1,000 clinics
- Help build AI-driven support operations that improve both customer experience and team productivity
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Degree requirement
No Education Requirement
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