Director, Customer Support

Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.

Henry Schein ONE

We are the Global Leader in dental management, analytics, communication, and marketing software
We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one
When TECHNOLOGY connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients.

If you are looking for a growing career that makes a difference, come be part of our team today!

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Louisiana, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.

Henry Schein One - Click to Learn More

Fraud Alert

Henry Schein One has recently been made aware of multiple scams where unauthorized individuals are using Henry Schein One's name and logo to solicit potential job seekers for employment.

Please be advised that Henry Schein One's official U.S. website is www.henryscheinone.com and our official career portal is located at https://henryscheinone.applytojob.com/apply. Any other format is not genuine. Any jobs posted by Henry Schein One or its recruiters on the internet may be accessed through Henry Schein One's on-line "career opportunities" portal through these official websites. Applicants who wish to seek employment with Henry Schein One are advised to verify the job posting through these portals.

No money transfers, payments of any kind, or credit card numbers, will EVER be requested from applicants by Henry Schein One or any recruiters on its behalf, at any point in the recruitment process.

Applicants with Disabilities

Applicants with disabilities may request accommodations for the application process by emailing us at [email protected].

Remote

Full Time

Senior Manager/Supervisor

***This position is Remote***

Job Summary

The Director, Customer Support (Backline) oversees the backline support division, which is accountable for addressing complex, escalated issues affecting customer operations and system stability. This position serves as a vital link between frontline support, engineering, product, and infrastructure teams. The Director is responsible for ensuring prompt resolution of high-impact concerns, enhancing root-cause analysis, and optimizing customer experience through effective leadership, process discipline, and data-driven decision making. The team consists of senior subject matter experts, the Escalation Team, and Next Level Help technicians dedicated to resolving the most challenging customer issues.

What you will do

Leadership & People Management

Lead, coach and develop managers and technical staff within the Backline functional area of Customer Support.
Build a high-performing, deeply technical and accountable culture focused on ownership, urgency and continuous improvement.
Partner with HR and Talent teams on hiring, onboarding, and retention strategies.
Identify automation opportunities and standardize conversion workflows.

Data Conversions & Technical Services Oversight

Direct Data Conversions support migrations, validation, and cutover ownership.
Establish validation standards and tools to ensure data accuracy.

Customer Experience & Risk Management

Ensure high-severity issues are handled with clear communication, accountability, and urgency.
Balance customer satisfaction with operational stability and long-term platform health.
Identify and mitigate risks related to recurring issues, technical debt, and system scalability.

Process, Tools & Technology

Optimize support workflows, ticketing systems, monitoring tools, and knowledge management practices for AI effectiveness.
Champion technical initiatives for AI self-service, automation and proactive monitoring to reduce incident volume and mean time to resolution.
Ensure robust documentation standards and knowledge base articles are created for troubleshooting, workarounds, and permanent fixes to frontline and AI agents.
Maintain robust dashboards, metrics and trends for analytics and signals.
Identify top contact drivers and drive long‑term solutions with Product/Engineering.
Implement improvements that reduce escalation volume and increase product stability.

Cross-Functional Collaboration

Act as the primary escalation point for critical customer-impacting software issues.
Partner closely with Engineering, Product, Infrastructure, and Vendor teams to resolve defects and systemic issues quickly.
Influence product priority and platform improvements by providing data-backed insights from support trends and postmortem case analysis.
Represent Backline support in executive reviews, major incident calls, and customer escalations as needed.

Operational Excellence

Own end-to-end performance of Backline software support, including escalations, complex incidents, and defect resolution.
Establish and manage SLAs, OLAs, and KPIs for response time, resolution time, backlog health, and customer impact.
Ensure effective handoffs and collaboration between frontline support and Backline teams.
Establish investigation standards, documentation quality, and knowledge‑management expectations.
Define communication cadences, intake/triage pathways, and on‑call rotations; ensure seamless collaboration across teams.

Travel/Physical Demands

Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications

Must have:

Typically 12 or more years of increasing responsibility in Saas technical support or related technical operations; 5 or more years of management experience, preferably in advanced support, escalation teams, and/or backline organizations.
Typically a Bachelor's Degree or global equivalent in a related field. Master's degree or equivalent a plus.
Expert-level understanding of AI for service management, implementation workflow, multi-tenant SaaS architecture, APIs, complex system integrations.
Skilled in escalation management and root‑cause analysis.
Strong data literacy using BI to represent signal for Support insights.
Ability to develop deep product knowledge across modules and data structures.
Proficiency with support systems, CRM platforms, analytics tools, and documentation systems.
Proven experience leading escalation programs and resolving complex incidents.
Experience supporting or overseeing data conversions preferred.
Ability to gain a thorough knowledge of all areas of HSPS’ business and department operations at a fast pace.
Experience using data and business analytics to strategically guide department
Ability to coach and guide others as they motivate, lead and discipline personnel when applicable.
Coach others to professionally handle and resolve stressful situations
Effective time and resource management skills.
Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills.
Ability to work independently while using excellent judgment in the interest of all parties involved.
Intermediate computer knowledge including Microsoft Office applications
Ability to professionally handle and resolve stressful situations will be required
Ability to drive results while appropriately managing personnel

Professional appearance and presentation required.

Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance
Outstanding verbal and written communication skills and ability to resolve disputes effectively
Outstanding presentation and public speaking skills
Expert independent decision making, analysis and problem solving skills
Understand, interpret and act on financial information and external trends that contributes to business profitability
Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
Lead teams to achieve company goals and solve complex business issues in creative and effective ways
Expert planning and organizational skills and techniques
Communicate effectively with senior management and key stakeholders
Excellent negotiating skills and ability to effectively manage internal and external relationships
Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures
Lead and develop virtual teams
Expert in multiple technical and business skills
Strategic planning skills

Nice to have:

Experience working within a SaaS (Software as a Service) environment.

The posted range for this position is $145,000-$172,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.

What you get as a Henry Schein One Employee

A great place to work with fantastic people.
A career in the healthcare technology industry, with the ability to grow and realize your full potential.
Competitive compensation.
Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Louisiana, Nebraska, North Dakota, Rhode Island, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

If you are a referral for this position, please provide the employee's first and last name.

What is your base salary expectation?
(Do not include commissions and/or bonuses)*

Please select the location that you currently reside in from the drop down list.*

Are you legally eligible to work in the United States? (Proof of lawful employment eligibility in the U.S. will be required upon hire.)*

Will you now, or in the future, require visa sponsorship to work for Henry Schein One?*

Can you perform the essential functions of the job, for which you are applying, with or without reasonable accommodation?*

You will be required to submit to a background check and drug screen after receiving a conditional offer of employment if permitted by applicable federal, state, and local law. If you choose "No" to acknowledge this paragraph, you will not be considered for employment.*

Are you currently a Team Schein Member (Internal Employee)?*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran

A “disabled veteran” is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status

I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Name	Date

Human Check*

Submit Application