Manager, Customer Support

Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.

Archy is a Series B vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.

Job Description:

Archy is seeking a data-driven, empathetic Customer Support Manager to lead the team that delivers timely, delightful experiences for our dental practices. You will manage a remote, customer-facing team, ensuring they hit high-performance SLAs while providing world-class support. As a leader, you will set the tone for our support culture: developing your team, reinforcing high standards, and ensuring our practices leverage Archy to its fullest potential. Note: Due to the client-facing nature of this remote role, candidates must be available to work 9:00 AM – 6:00 PM in either Pacific or Mountain Time, Monday through Friday.

Job Responsibilities:

• Team Leadership & Development: Lead and mentor a team of up to 10 remote support representatives, conducting regular performance reviews, time tracking, and payroll management to foster a high-performance culture.

• Performance Accountability: Own team metrics against SLAs, quality standards, and customer satisfaction (CSAT), ensuring every practice receives timely, effective resolution.

• Operational Excellence: Oversee day-to-day support operations, including ticketing system management, queue flow, and the creation of standardized operating procedures (SOPs).

• Complex Escalation Management: Act as the final point of contact for complex customer issues, navigating technical hurdles to ensure practice success and retention.

• Process & AI Optimization: Actively adopt and integrate AI tools into day-to-day workflows to enhance productivity, decision-making, and team-wide impact.

• Strategic Capacity Planning: Partner with recruiting to hire and onboard new talent, while contributing to workforce and capacity planning based on Archy’s growth and customer demand.

• Data-Driven Insights: Analyze support metrics and trends to uncover performance gaps and customer pain points, sharing these insights cross-functionally to improve the product.

• Knowledge & Training: Identify gaps in training resources and continuously improve internal and customer-facing documentation to empower the team and practices.

Job Requirements:

• 6+ Years of SaaS Support Experience: Proven track record in customer support, with significant experience in a leadership role at a fast-growing SaaS company (Series A–B experience preferred).

• Remote Management Expertise: Demonstrated ability to manage and inspire remote teams, driving high performance through clear metrics and accountability.

• Operational Mindset: A strong background in scaling support functions and improving workflows within platforms like Zendesk, Salesforce, or Intercom.

• Technical Problem-Solver: Comfortable navigating technical issues across multiple systems; you enjoy the puzzle of a complex support ticket and can bring structure to ambiguity.

• AI Adoption: Leverages AI tools and automation in everyday work to move faster, improve outcomes, and continuously raise the bar on how we operate

• Exceptional Communication: A clear and confident communicator who can advocate for the customer while leading a team through a fast-paced, evolving environment.

• Industry Knowledge: Prior experience in the dental or healthcare software space is a plus.

• Accountability & Organization: Exceptional personal organization and a sense of ownership over team outcomes and the overall customer experience.

What We Offer:

• Competitive salary and equity (some roles may be eligible for performance-based incentives or bonuses)

• Health, dental, and vision insurance

• 401(k) plan

• Flexible vacation policy

• Remote-friendly culture