Customer Support Supervisor

Aspire Software

Customer Support Supervisor leading a support team and enhancing client experience for dental clinics at Progitek. The role combines team leadership, technical support, and collaboration with various teams.

Posted 5/25/2026full-timeQuébec City • 🇨🇦 CanadaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudFlux

About the role

Key responsibilities & impact

Lead, coach, and develop a team of customer support specialists.
Conduct regular coaching sessions, ticket reviews, and performance evaluations.
Foster a customer-centric culture focused on collaboration and continuous improvement.
Define and track support KPIs such as response time, resolution time, CSAT, and escalation rate.
Establish scalable team processes as the customer base grows.
Oversee daily support operations across phone, email, and the ticketing system.
Ensure timely and effective resolution of customer issues.
Serve as the escalation point for complex or critical customer cases.
Ensure all support interactions are documented and tracked in the support system.
Ensure support interactions deliver a professional, empathetic, and solution-oriented experience.
Help dental clinics maximize the value of the Dentitek platform.
Turn support requests into positive interactions that strengthen long-term customer relationships.
Collaborate with the Customer Success team to improve platform adoption and retention.
Implement and manage AI-assisted support tools to improve response speed and answer quality.
Participate in the design and customization of AI agents and ensure their successful deployment.
Identify repetitive support workflows that can be automated through AI or process improvements.
Measure the impact of automation in terms of productivity gains and improved support efficiency.
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 teams to improve software usability and reliability.
Contribute to the creation of training materials and best practices for customers and internal teams.
Work closely with Implementation and Training teams to support onboarding of new clinics onto Dentitek.
Work with Engineering teams to escalate technical issues and analyze system behavior.
Work with Customer Success teams to improve customer adoption, retention, and satisfaction.

Requirements

What you’ll need

3–5+ years of experience in technical support, SaaS support, or customer service operations.
Experience mentoring or managing support teams.
Excellent problem-solving and troubleshooting skills.
Ability to explain technical concepts to non-technical users.
Excellent written and verbal communication skills in French and English.
Experience in the dental, healthcare, or medical software industry (asset).
Knowledge of dental clinic workflows: appointment scheduling, billing, patient records, insurance (asset).
Experience with CRM or ticketing platforms (asset).
Experience implementing AI or automation tools in support (asset).
Familiarity with SaaS environments, APIs, and cloud systems (asset).

Benefits

Comp & perks

Competitive base salary
Flexible time off
Career growth opportunities within a fast-growing company

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportSaaS supportproblem-solvingtroubleshootingAI-assisted support toolsautomation toolsCRM platformsticketing systemsAPIscloud systems

Soft Skills

leadershipcoachingcustomer-centric culturecollaborationcommunicationempathysolution-orientedmentoringperformance evaluationcontinuous improvement