Customer Support Supervisor

Aspire Software

. Lead, mentor, and develop a team of Customer Support Specialists .

Posted 9/30/2026full-timeQuébec City • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and mentoring customer support teams while implementing AI tools and automation to enhance support workflows. Proficient in analyzing support metrics and fostering a customer-first culture to improve service delivery and client satisfaction.

Highest-signal resume keywords

Team LeadershipTechnical Support ExperienceAI Tool ImplementationCustomer Service OperationsBilingual Communication (French and English)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingProblem-SolvingCRM PlatformsTicketing SystemsSaaS EnvironmentsAPIsCloud SystemsDental Clinic WorkflowsAutomation Productivity MeasurementKnowledge Base Development

Soft Skills

Excellent CommunicationCustomer-First MindsetAnalytical ThinkingOwnership and AccountabilityCollaboration

Tools & Technologies

AI-Assisted Support ToolsSupport SystemsDocumentation Tools

Industry Keywords

Dental SoftwareHealthcareCustomer Support KPIsContinuous ImprovementCustomer Retention

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead, mentor, and develop a team of Customer Support Specialists
Conduct regular coaching sessions, ticket reviews, and performance evaluations
Foster a culture of customer obsession, collaboration, and continuous improvement
Define and monitor support KPIs, including response time, resolution time, CSAT, and escalation rates
Build scalable team processes as the customer base grows
Oversee daily support operations across phone, email, and ticketing channels
Ensure fast and effective resolution of customer issues
Act as the escalation point for complex or high-impact customer cases
Ensure support interactions are documented and tracked within the support system
Help dental clinics maximize the value of the Dentitek platform
Partner with Customer Success to improve retention and adoption
Implement and manage AI-assisted support tools
Assist in designing and customizing AI agents and ensuring successful deployment
Identify repetitive workflows for AI or process automation
Measure automation productivity and support-efficiency gains
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 to improve product usability and reliability
Create training materials and best practices for customers and internal teams
Support the onboarding of new clinics to Dentitek alongside the Implementation and Training teams
Escalate technical issues and investigate system behavior with Engineering
Provide structured product feedback based on customer issues and feature requests

Requirements

What you’ll need

3–5+ years of experience 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 clearly to non-technical users
Excellent written and verbal communication skills in French and English
Experience in the dental, healthcare, or medical software industry
Knowledge of dental clinic workflows, including scheduling, billing, patient records, and insurance
Experience with CRM or ticketing platforms
Experience implementing AI tools or automation in support workflows
Familiarity with SaaS environments, APIs, and cloud systems
Customer-first mindset
Analytical problem-solving ability
Strong ownership and accountability
Ability to simplify complex problems
Passion for improving the customer experience through technology and automation

Benefits

Comp & perks

Competitive base salary
Flexible time off
Career growth opportunities within a fast-growing company
Support dental professionals across Quebec with mission-critical software
Join a collaborative and innovative technology company
Work with a growing SaaS platform used by more than 1,000 clinics
Help build AI-driven support operations that improve both customer experience and team productivity