Manager, Customer Experience IT

Job not on LinkedIn

🕒 2 days ago

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Archy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

🔥 Funding within the last year

💰 $20M Series B - Archy on 2025-10

Healthcare • SaaS • Artificial Intelligence

Archy is a dental practice management software platform that uses AI-powered "agents" to automate administrative and clinical workflows across a dental practice. It offers modules for revenue posting/payments (Archy Revenue), automated clinical scribing (Archy Scribe), live practice insights (Archy Intelligence/Insight), insurance verification, and patient communication (Archy Connect). Archy positions itself as an all-in-one, AI-first replacement for multiple dental systems, aimed at saving practices time and accelerating collections; site metrics claim 4. 3M patients served, 2. 5M claims created, 32,000+ active users, and 60M images processed.

📋 Description

• Lead a team of Migration Technical Customer Support Specialists responsible for data migrations, imaging/sensor setup, and phone/DNS transitions before practice go-live • Direct, coach, and develop technical specialists through 1:1s, performance reviews, and career development • Define and enforce performance expectations, SLAs, and quality standards • Develop scalable operational processes and documentation • Oversee hiring, onboarding, ramp plans, and technical training • Establish standards for queue management and practice communication • Manage and participate in on-call/weekend coverage for live migrations and cutovers • Ensure end-to-end technical go-live readiness, including server access, backups, imaging/sensor verification, and phone/DNS cutovers • Handle complex migration discrepancies, custom server/imaging environments, and high-risk account escalations • Own and refine migration playbooks, runbooks, and internal documentation • Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware • Partner with Onboarding to align timelines, resolve blockers, and communicate migration status • Provide Product and Engineering with defect reports, patterns, and long-term fix priorities • Track and report CXIT metrics including cycle time, cutover accuracy, escalation resolution, and technical incidents • Identify automation and tooling opportunities to improve migration efficiency

🎯 Requirements

• 3+ years managing technical support, implementation, or IT teams • Proven track record of coaching and developing technical talent • Hands-on experience with remote desktop tools such as AnyDesk • Experience with Virtual Machines • Basic scripting experience with PowerShell • Server and hardware troubleshooting experience • Background in SaaS and healthcare; dental industry strongly preferred • Experience translating field/customer issues into actionable feedback and bug reports for Product and Engineering teams • Proactive use of AI tools and automation to streamline workflows and improve operational output • Ability to explain complex technical concepts clearly to non-technical dental office staff • Exposure to dental imaging software/hardware such as Carestream, Dexis, Jazz, Digidoc, and Nanopix is a major plus • Remote, US-based availability • Flexibility for night and weekend coverage during migrations and go-lives

🏖️ Benefits

• Competitive salary • Equity • Performance-based incentives or bonuses (some roles may be eligible) • Health insurance • Dental insurance • Vision insurance • 401(k) plan • Flexible vacation policy • Remote-friendly culture