Software Support Team Lead at Henry Schein

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Feb, 26

Salary

0.0

Posted On

17 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Technical Support, CRM Systems, Communication Skills, Organizational Skills, Continuous Improvement, Coaching, Incident Management, Performance Management, Cross-Functional Collaboration, SaaS Experience, Healthcare Software Knowledge

Industry

Medical Equipment Manufacturing

Description

About the Role In this pivotal role, you'll be responsible for leading a team of software support professionals across the APAC region, ensuring an outstanding customer experience while achieving key support metrics. You’ll play a hands-on role in managing day-to-day operations, driving team development, and responding to critical incidents. Key Responsibilities Leading, mentoring, and developing a high-performing support team. Managing team performance to meet and exceed KPIs across case resolution, call quality, and customer satisfaction. Handling critical incident escalations and working closely with internal development and implementation teams. Overseeing resource management, ticket allocation, and backlog resolution. Ensuring a high standard of call quality, knowledge base usage, and accurate CRM records. Coaching the team through continuous feedback, training, and performance appraisals. Supporting cross-functional collaboration with sales, customer success, and implementation teams. What we’re looking for 3–5+ years of experience in customer service, with at least 1–2 years in a team leadership or supervisory capacity. Demonstrated success in managing and motivating technical support or help desk teams. Strong communication, people leadership, and organisational skills. A customer-first mindset with a keen focus on continuous improvement. Solid technical aptitude and hands-on experience with CRM systems and the Microsoft Office suite. Proven experience leading a software support team, ideally within a chat-based or multi-channel support environment. Experience working in a SaaS company is advantageous Knowledge of the healthcare or dental software market is a bonus — but not essential Why Join Us? Hybrid working arrangmenets - WFH 2 days a week Brand new, modern office location - Chapel Street, South Yarra Be part of a global leader in dental software solutions. Work in a collaborative and supportive team environment. Opportunity to make a real impact on customer satisfaction and business success. Competitive salary and benefits package. We’re a global leader in healthcare technology, with a strong local presence and a people-first culture. At Henry Schein One, you’ll join a company that genuinely cares — about its team, its customers, and the impact we make on everyday healthcare providers. Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes. We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place. Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request. US Candidates: jobsupport@henryschein.com UK and Ireland Candidates: UKHSHRRecruitment@henryschein.co.uk Australia and New Zealand Candidates: APACCareers@henryscheinone.com Malaysia Candidates: CNHR@henryschein.com Italy Candidates: risorse.umane@henryschein.it It is important to us to offer different types of work arrangements. Please see the types we offer below: Work From Home: Work is performed directly from the TSM's home office. Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required. Onsite: Work is performed exclusively at a company facility. Field: Position requires traveling to different locations within a specific geographic territory, as assigned.

Responsibilities

Lead and mentor a high-performing software support team while managing day-to-day operations. Ensure outstanding customer experience and achieve key support metrics through effective team performance management.