Superviseur (e) du Support Client / Customer Support Supervisor
Role Overview
Lead and scale Progitek’s customer support organization for dental clinics using Dentitek.
The role combines team leadership, technical support, customer experience, and AI-enabled support operations.
Key Skills for This Role
Full Job Posting
About Progitek
Progitek provides software solutions to dental clinics in Quebec; its Dentitek platform supports patient records, scheduling, billing, and insurance workflows.
The company supports more than 1,000 clinics and is part of Valsoft’s long-term ownership ecosystem.
Role overview
Lead and scale Progitek’s customer support organization for dental clinics using Dentitek.
The role combines team leadership, technical support, customer experience, and AI-enabled support operations.
Team leadership and support operations
- Lead, mentor, and develop support specialists; conduct coaching, ticket reviews, and performance evaluations.
- Define support KPIs and scalable processes; oversee phone, email, and ticketing channels, issue resolution, documentation, and escalations.
Customer experience and automation
- Ensure professional, empathetic, solution-oriented interactions that help clinics maximize platform value and strengthen customer relationships.
- Partner with Customer Success on retention and adoption.
- Implement AI-assisted support tools, help design and deploy AI agents, identify workflows for automation, and measure operational impact.
Knowledge and collaboration
- Maintain knowledge-base and troubleshooting documentation; analyze ticket trends for product issues, bugs, and training gaps.
- Work with Product and Engineering to improve usability and reliability and provide structured feedback from customer issues and feature requests.
- Coordinate with Implementation and Training on clinic onboarding; contribute training materials and best practices.
Required qualifications
- 3–5+ years 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 to non-technical users.
- Excellent written and verbal communication in French and English.
Preferred qualifications
- Dental, healthcare, or medical software experience and knowledge of dental clinic scheduling, billing, patient records, or insurance workflows are preferred.
- CRM or ticketing experience, AI or support automation implementation, and familiarity with SaaS, APIs, and cloud systems are preferred.
Leadership qualities
The posting values customer focus, analytical problem-solving, ownership, accountability, clear explanation of complex issues, and interest in improving customer experience through technology and automation.
Benefits
- Competitive base salary, flexible time off, and career growth opportunities.
- The role supports dental professionals using mission-critical software and contributes to AI-driven support operations.
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