DescriptionWe're seeking a hands-on and customer-obsessed Customer Care Manager who thrives on direct engagement with both internal and external customers and colleagues. This role involves taking the initiative with a team of peers by sharing best practices and insights, fostering collaboration across the team. This role is perfect for someone who thrives in high-impact, customer-facing environments and is just as comfortable coaching others as they are diving into day-to-day operations.
You'll be the bridge between our field teams, internal functions, and customers—helping to resolve issues, advocate for improvements, and ensure an outstanding experience across the board.
Key Responsibilities

• Act as a local support partner for field sales and customers, building strong relationships and ensuring a smooth experience; facilitating the resolution of customer service, system, technical or billing queries.
• Manage escalated issues directly, liaising across field, customers, and internal teams to champion resolution.
• Perform transactional support tasks (e.g., collecting missing contract info, coordinating returns, upgrades, and loaners).
• Proactively respond to and close the loop on Medallia alerts and customer feedback.
• Educate customers on best practices, product features, and updates to ensure full adoption and satisfaction.
• Collaboratively guide, support, and coach fellow CCAS peers in their roles as customer and field advocates, fostering a strong peer-to-peer network that promotes a culture of collaboration and mutual accountability.
• Help identify and address skill-building opportunities among peers, and share knowledge, best practices, and training resources to support ongoing development.
• Help channel and translate team feedback and insights into balanced recommendations for process improvements and alignment
• Partner with internal teams (e.g., Costa Rica Customer Care, US CCASs, Global CX) to prioritize and implement process enhancements.
• Track and report on key customer metrics, trends, and recurring issues—turning feedback into actionable insights.
• Lead the Canadian region's reporting on trends, challenges, and customer sentiment across all business units.

Skills, Knowledge & Expertise

• Bachelor's Degree preferred in Business Administration.
• 6 to 10 or more years of proven experience in a Customer Success, Sales or Customer Support, Operations, Account Management, or similar role, ideally within a dental health or MedTech industry.
• Strong English communication skills, with the ability to explain matrixed information in an easily digestible way.
• Excellent problem-solving skills and a customer-first mindset.
• Ability to manage multiple customer accounts simultaneously and prioritize tasks effectively.
• Strong collaboration skills with cross-functional teams (sales, support, product).
• Familiarity with customer success software, CRM systems (e.g., Salesforce)
• Understanding of business goals and how to drive customer success by aligning product usage to those goals

Complementary skills

• Bilingualism (French/English or English/Mandarin) are considered definite assets
• Experience working with enterprise-level clients or large accounts.
• Support or Technical background with a strong understanding of internal processes, support resources and troubleshooting.
• Strong Excel skills, experience with data visualization tools
• Top presentation skills