We're on the lookout for a driven and experienced Software Support Team Leader to join our dynamic support team based in Melbourne!

About Us
At Henry Schein One, we believe in transforming dental practices through innovative software solutions and exceptional support. We're on the lookout for a driven and experienced Software Support Team Leader to join our dynamic Melbourne-based support team.

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.
Knowledge of the healthcare or dental software market is a bonus — but not essential
Why Join Us?

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.