Valsoft Corporation
Software
Superviseur(e)duSupportClient/CustomerSupportSupervisor
Neural analysis suggests this role is
optimal for Mid candidates.
“Superviseur (e) du Support Client / Customer Support Supervisor at Valsoft Corporation. Skills: Team leadership, Customer support operations, Customer experience excellence, AI-enabled support. Lead, mentor, and develop a team of Customer Support Specialists. Conduct regular coaching sessions, ticket reviews, and performance evaluations”
What You'll Achieve.
Deliver an exceptional experience to dental clinics; Ensure clinics receive timely, effective assistance; Help the team continuously improve support processes; Improve product feedback loops; Improve operational efficiency; Improve retention and adoption of the platform; Improve response speed and support quality; Improve productivity gains and support efficiency improvements; Improve product usability and reliability
Industry & Context.
Excellent troubleshooting and problem-solving skills; Analytical problem-solving ability; Ability to simplify complex problems
What They're Looking For.
Must Have
3 to 5+ years of experience in technical support, SaaS support, or customer service operations, Experience in mentoring or leading support teams, Excellent troubleshooting and problem-solving skills, Ability to explain technical concepts clearly to non-technical users, Excellent written and verbal communication in French and English
Nice to Have
Experience in the dental, healthcare, or medical software industry, Knowledge of dental clinic workflows (scheduling, billing, patient records, insurance), Experience with CRM or ticketing platforms, Experience implementing AI tools or automation in support workflows, Familiarity with SaaS environments, APIs, and cloud systems
What You'll Do.
and develop a team of Customer Support Specialists
Conduct regular coaching sessions
and performance evaluations
Foster a culture of customer obsession
and continuous improvement
Define and monitor support KPIs
Build scalable team processes
Oversee daily support operations across phone
and ticketing channels
Ensure fast and effective resolution of customer issues
Act as the escalation point for complex or high-impact customer cases
Ensure all support interactions are documented and tracked
Ensure support interactions deliver professional
and solution-oriented customer experience
Help dental clinics maximize the value of the Dentitek platform
Transform support requests into positive customer interactions
Implement and manage AI-assisted support tools
Assist in designing and customizing AI agents
Identify repetitive support workflows that can be automated
Measure the impact of automation
Build and maintain a knowledge base and internal troubleshooting documentation
Analyze ticket trends to identify product issues
Contribute to the creation of training materials and best practices
How You'll Work.
Team & Collaboration
Work closely with Sales, Engineering and Customer Success teams; Partner with Customer Success to improve retention and adoption of the platform; Collaborate with Product and Engineering teams to improve product usability and reliability; Work closely with Implementation & Training teams to support new clinics onboarding; Work closely with Engineering teams to escalate technical issues and investigate system behavior; Work closely with Customer Success teams to improve adoption, retention, and client satisfaction; Provide structured product feedback based on customer issues and feature requests
Communication Scope
Excellent written and verbal communication in French and English
Full Job Description
Progitek (Dentitek) est une entreprise québécoise de logiciels qui fournit des solutions technologiques aux cliniques dentaires à travers la province. Notre plateforme aide les cliniques à numériser leurs opérations, gérer les dossiers patients, la prise de rendez-vous, la facturation et les processus d’assurance tout en améliorant l’efficacité et la qualité des soins aux patients. L’entreprise soutient plus de 1 000 cliniques dentaires au Québec et combine expertise dentaire et solutions logicielles innovantes. En tant que membre de l’écosystème Valsoft, Progitek opère avec une vision de propriété à long terme axée sur l’excellence opérationnelle, une croissance durable et le succès client. ### Aperçu du poste Le Superviseur du support client est responsable de diriger et de faire évoluer l’organisation du support chez Progitek tout en offrant une expérience exceptionnelle aux cliniques dentaires utilisant la plateforme Dentitek. Ce rôle combine gestion d’équipe, expertise en support technique, gestion de l’expérience client et opérations de support assistées par l’IA. Le responsable veille à ce que les cliniques reçoivent une assistance rapide et efficace tout en aidant l’équipe à améliorer continuellement les processus de support, les boucles de rétroaction produit et l’efficacité opérationnelle. Vous travaillerez en étroite collaboration avec les équipes Ventes, Ingénierie et Customer Success afin de résoudre des problèmes complexes, améliorer le logiciel et permettre aux professionnels dentaires de se concentrer sur l’essentiel : les soins aux patients. ### Responsabilités principales ### Leadership et développement d’équipe * Diriger, encadrer et développer une équipe de spécialistes du support client. * Conduire des séances régulières de coaching, des revues de tickets et des évaluations de performance. * Favoriser une culture centrée sur le client, la collaboration et l’amélioration continue. * Définir et suivre les **KPI du support** tels que : * temps de r
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