Team Lead, Customer Success

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients

About the role

Dandy is looking for a Training Team Lead to supervise and elevate the performance of our frontline Trainers, who are instrumental in supporting the success of new customers during onboarding. This role combines leadership, coaching, and process optimization to ensure a seamless onboarding experience for our customers. The ideal candidate is a proactive, data-driven leader who thrives in a high-growth environment and is eager to take ownership of team performance, operational efficiency, and customer satisfaction.

This role includes up to 20% travel for in-practice learning and Trainer support

What you'll do

• Lead and Develop a High-Performing Team Supervise and coach a team of Trainers responsible for delivering an exceptional onboarding experience to customers.
• Host regular 1:1s to provide feedback, review performance metrics (KPIs), and support team members' professional growth.
• Build and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement.
• Foster a positive, collaborative team environment that prioritises customer success and operational excellence.
• Develop and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best-in-class onboarding experience.
• Optimise Operations and Customer Onboarding • Manage team schedules, including PTO and holiday coverage, to ensure seamless operations.
• Identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams to implement improvements.
• Develop, maintain, and optimise Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
• Resolve recurring tooling issues in systems like Salesforce, SFDC Scheduler, Zendesk, and Portal by partnering with technical teams.
• Identify opportunities to enhance training content and resources, collaborating with cross-functional teams to ensure alignment and continuous improvement.
• Drive Strategic Impact and Innovation Analyse team and customer performance data to inform decision-making and improve the onboarding process.
• Execute training strategies that align with company goals and maximise the team’s capacity and impact.
• Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery