Director - Customer Support

***This position is Remote***  Job Summary

The Director, Customer Support (Backline) oversees the backline support division, which is accountable for addressing complex, escalated issues affecting customer operations and system stability. This position serves as a vital link between frontline support, engineering, product, and infrastructure teams. The Director is responsible for ensuring prompt resolution of high-impact concerns, enhancing root-cause analysis, and optimizing customer experience through effective leadership, process discipline, and data-driven decision making. The team consists of senior subject matter experts, the Escalation Team, and Next Level Help technicians dedicated to resolving the most challenging customer issues.

What you will do

Leadership & People Management

• Lead, coach and develop managers and technical staff within the Backline functional area of Customer Support.  

• Build a high-performing, deeply technical and accountable culture focused on ownership, urgency and continuous improvement.

• Partner with HR and Talent teams on hiring, onboarding, and retention strategies.

• Identify automation opportunities and standardize conversion workflows.

Data Conversions & Technical Services Oversight

• Direct Data Conversions support migrations, validation, and cutover ownership.

• Establish validation standards and tools to ensure data accuracy.

Customer Experience & Risk Management

• Ensure high-severity issues are handled with clear communication, accountability, and urgency.

• Balance customer satisfaction with operational stability and long-term platform health.

• Identify and mitigate risks related to recurring issues, technical debt, and system scalability.

Process, Tools & Technology

• Optimize support workflows, ticketing systems, monitoring tools, and knowledge management practices for AI effectiveness.

• Champion technical initiatives for AI self-service, automation and proactive monitoring to reduce incident volume and mean time to resolution.

• Ensure robust documentation standards and knowledge base articles are created for troubleshooting, workarounds, and permanent fixes to frontline and AI agents.

• Maintain robust dashboards, metrics and trends for analytics and signals.

• Identify top contact drivers and drive long‑term solutions with Product/Engineering.

• Implement improvements that reduce escalation volume and increase product stability.

Cross-Functional Collaboration

• Act as the primary escalation point for critical customer-impacting software issues.

• Partner closely with Engineering, Product, Infrastructure, and Vendor teams to resolve defects and systemic issues quickly.

• Influence product priority and platform improvements by providing data-backed insights from support trends and postmortem case analysis.

• Represent Backline support in executive reviews, major incident calls, and customer escalations as needed.

Operational Excellence

• Own end-to-end performance of Backline software support, including escalations, complex incidents, and defect resolution.

• Establish and manage SLAs, OLAs, and KPIs for response time, resolution time, backlog health, and customer impact.

• Ensure effective handoffs and collaboration between frontline support and Backline teams.

• Establish investigation standards, documentation quality, and knowledge‑management expectations.

• Define communication cadences, intake/triage pathways, and on‑call rotations; ensure seamless collaboration across teams.

Travel/Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications Must have:

• Typically 12 or more years of increasing responsibility in Saas technical support or related technical operations; 5 or more years of management experience, preferably in advanced support, escalation teams, and/or backline organizations.

• Typically a Bachelor's Degree or global equivalent in a related field. Master's degree or equivalent a plus.

• Expert-level understanding of AI for service management, implementation workflow, multi-tenant SaaS architecture, APIs, complex system integrations.

• Skilled in escalation management and root‑cause analysis.

• Strong data literacy using BI to represent signal for Support insights.

• Ability to develop deep product knowledge across modules and data structures.

• Proficiency with support systems, CRM platforms, analytics tools, and documentation systems.

• Proven experience leading escalation programs and resolving complex incidents.

• Experience supporting or overseeing data conversions preferred.

• Ability to gain a thorough knowledge of all areas of HSPS’ business and department operations at a fast pace.

• Experience using data and business analytics to strategically guide department

• Ability to coach and guide others as they motivate, lead and discipline personnel when applicable.

• Coach others to professionally handle and resolve stressful situations

• Effective time and resource management skills. 

• Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills. 

• Ability to work independently while using excellent judgment in the interest of all parties involved. 

• Intermediate computer knowledge including Microsoft Office applications

• Ability to professionally handle and resolve stressful situations will be required

• Ability to drive results while appropriately managing personnel

Professional appearance and presentation required.

• Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance

• Outstanding verbal and written communication skills and ability to resolve disputes effectively

• Outstanding presentation and public speaking skills

• Expert independent decision making, analysis and problem solving skills

• Understand, interpret and act on financial information and external trends that contributes to business profitability

• Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility

• Lead teams to achieve company goals and solve complex business issues in creative and effective ways

• Expert planning and organizational skills and techniques

• Communicate effectively with senior management and key stakeholders

• Excellent negotiating skills and ability to effectively manage internal and external relationships

• Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics

• Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures

• Lead and develop virtual teams

• Expert in multiple technical and business skills

• Strategic planning skills

Nice to have:

• Experience working within a SaaS (Software as a Service) environment.

The posted range for this position is $145,000-$172,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range. What you get as a Henry Schein One Employee

• A great place to work with fantastic people.

• A career in the healthcare technology industry, with the ability to grow and realize your full potential.

• Competitive compensation.

• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience. Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance. One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.  To learn more, click here: 2022 Best Companies To Work For | Henry Schein One Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Louisiana, Nebraska, North Dakota, Rhode Island, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.