Head of Technical Customer Support

Get AI-powered advice on this job and more exclusive features. Overview Overjet is the world-leader in dental AI. Thousands of dental providers and insurers rely on our platform to deliver the best possible care. Were seeking talented people to help improve oral health for all. The Role We are seeking an outstanding Head of Technical Customer Support to lead and scale our global support organization. In this role, you will oversee a high-performing team of technical support engineers responsible for supporting multiple enterprise AI products across diverse customer segments. You will own the end-to-end support experience, from reactive troubleshooting to proactive engagement, automation, tooling, and continuous feedback loops with Product, Engineering, and Customer Success. This role is pivotal to Overjets next stage of growth and directly influences customer satisfaction, retention, and product excellence. Responsibilities Lead, scale, and mature an enterprisegrade global support function across multiple AI and SaaS products. Manage and grow a distributed team of technical support engineers across the US, Pakistan, and additional future locations. Own the complete support lifecycle: incident management, escalation workflows, proactive outreach, automation, knowledge management, and quality controls. Build scalable processes, KPIs, and systems that elevate responsiveness, reliability, and customer satisfaction. Partner closely with Engineering, Product, Clinical, and Customer Success teams to integrate customer feedback and drive product improvements. Lead capacity planning, workforce management, and operational forecasting aligned to business growth. Represent the voice of the customer with clarity and authority; communicate effectively with senior leadership and crossfunctional partners. Qualifications Bachelors degree in Computer Science or a related technical field. 10+ years of experience in technical support, software engineering, or related technical roles. 3+ years of experience leading global technical support teams supporting multiple products. Strong background with SaaS and AI/MLdriven products serving enterprise customers. Demonstrated success implementing AI/automation tools to enhance support efficiency and quality. Outstanding leadership, coaching, and teamdevelopment capabilities. Exceptional communication skills in customerfacing and executivelevel contexts. Strong familiarity with cloud platforms such as GCP and/or AWS. Comfortable operating in a fastpaced, highly technical, missiondriven environment. Nice to Have Experience with Dental Practice Management Systems, imaging systems, or other dental/healthcare technologies. Benefits Competitive Compensation and Equity Hybrid workplace that provides flexibility, vibrant inperson workspaces, and the ability to build strong connections across all of Overjet regardless of location 401k plans with a matching program Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered Life and AD+D Insurance 8 weeks Paid Parental Leave Optional HSA with Employer contribution Flexible Time Off and company paid holidays Annual Learning and Development Stipend Work from Home Stipend Hybrid Workplace We have a unique hybrid workplace at Overjet which combines the teamwork of meeting in person with the flexibility of working from anywhere. Many of our positions are based in San Mateo, New York City, Boston, Salt Lake City, and Lahore. The Jetsetters who live in these geohubs come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week. Values Excellence: We set ambitious goals and strive for excellence. Velocity: We focus, act with urgency, and deliver results. Ownership: We take ownership, dive deep and solve problems. Winwin: We play to win, setting ourselves and our customers up for success. Growth: We stay curious, seek feedback, and continuously learn and grow. Company Recognition Honored as one of the 2025 Best Places to Work by Built In and 2024 Best Places to Work by Built In Named one of the TIME Best Inventions of 2024 Recognized in Newsweeks Most Loved Workplaces in America 2024 Won the Dental Health category at the Digital Health Awards 2024 and 2024 Best Places to Work by Built In Recognized as one of the Top Startups of 2023 by LinkedIn Named one of the 2023 Worlds Most Innovative Companies by Fast Company Included on the definitive 2022 Forbes AI 50 Featured in Bloomberg, Forbes, Fast Company, and TechCrunch EEOC Overjet is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Even if you dont meet 100% of the qualifications for this job, we strongly encourage you to apply If you are a Colorado resident: Please contact us by emailing recruiting@overjet.ai to receive compensation and benefits information for this role. Please include the job title in the subject line of the email. #J-18808-Ljbffr