Senior Training Team Lead – Customer Success & Onboarding Excellence at brighthush
About brighthush
brighthush is on a mission to revolutionize the dental industry, a sector worth over $400 Billion, by delivering a modern, technology‑driven operating system for dental practices worldwide. Backed by leading venture capital firms, we are a high‑growth, global technology company that empowers clinicians and their teams with cutting‑edge tools, data‑driven insights, and world‑class support. Our platform simplifies every function of a dental office—from scheduling and billing to patient engagement and practice analytics—so that providers can focus on what matters most: delivering exceptional care and growing their practice.
Why Join brighthush?
At brighthush, you’ll be part of a passionate, collaborative culture that thrives on innovation, continuous learning, and a shared commitment to customer success. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Whether you’re a seasoned leader or an emerging talent, you’ll find a supportive environment that nurtures growth, offers meaningful impact, and rewards excellence.
Role Overview
We are seeking a Senior Training Team Lead to elevate the performance of our frontline Trainers and ensure a flawless onboarding experience for new customers. This role blends leadership, coaching, and process optimization to create a seamless, scalable onboarding journey. You’ll own the training function, drive operational excellence, and collaborate cross‑functionally to continuously improve the customer experience. The position includes up to 20% travel for in‑practice learning and trainer support.
Key Responsibilities
- Lead and Develop a High‑Performing Team
- Supervise a team of Trainers who deliver an exceptional onboarding experience to new customers.
- Conduct regular 1:1s to provide constructive feedback, review performance metrics (KPIs), and support professional growth.
- Build and implement a Quality Assurance (QA) strategy to audit performance, deliver actionable feedback, and drive continuous improvement.
- Foster a positive, collaborative team environment that prioritizes customer success and operational excellence.
- Design and execute enablement strategies to enhance team skills, knowledge, and performance, ensuring Trainers are equipped to deliver a best‑in‑class onboarding experience.
- Optimize Operations and Customer Onboarding
- Manage team schedules, including PTO and holiday coverage, to ensure seamless operations.
- Identify operational bottlenecks, propose scalable solutions, and collaborate with cross‑functional teams to implement improvements.
- Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
- Resolve recurring tooling issues in systems such as Salesforce, SFDC Scheduler, Zendesk, and the brighthush Portal by partnering with technical teams.
- Identify opportunities to enhance training content and resources, collaborating with product, content, and support teams to ensure alignment and continuous improvement.
- Drive Strategic Impact and Innovation
- Analyze team and customer performance data to inform decision‑making and improve the onboarding process.
- Execute training strategies that align with brighthush goals and maximize the team’s capacity and impact.
- Act as an escalation point for complex customer issues, ensuring timely resolution and excellent service delivery.
Essential Qualifications
- 3+ years of professional experience in fast‑paced environments such as startups, consulting, or tech.
- 2+ years of direct people‑management experience as a titled manager, leading small teams in a dynamic business setting.
- Proven ability to manage and develop a team, driving measurable performance improvements.
- A hands‑on problem solver with a passion for customer success and operational efficiency.
- Strong communication and collaboration skills, with the ability to work effectively across teams.
- Comfort operating in ambiguous, high‑velocity environments with a proactive and resourceful approach.
- Intellectual curiosity and a data‑driven mindset, with the ability to analyze performance metrics and implement improvements.
Preferred Qualifications
- Familiarity with the dental industry or prior experience in dentistry.
- Workforce management experience, including scheduling and capacity planning.
- A positive attitude, sense of humor, and ability to foster a fun and engaging team culture.
Skills & Competencies
- Leadership & Coaching – Ability to inspire, mentor, and develop high‑performing teams.
- Process Optimization – Expertise in designing, implementing, and refining SOPs and QA frameworks.
- Data Analysis – Proficiency in interpreting KPIs, dashboards, and customer feedback to drive decisions.
- Technical Acumen – Comfortable working with CRM, ticketing, and scheduling tools (Salesforce, Zendesk, etc.).
- Customer‑Centric Mindset – Deep empathy for customer pain points and a relentless focus on delivering value.
- Cross‑Functional Collaboration – Proven track record of partnering with product, engineering, support, and marketing teams.
- Adaptability – Thrive in a fast‑moving, ambiguous environment and pivot quickly when priorities shift.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As Senior Training Team Lead, you’ll have the chance to:
- Shape the future of our onboarding strategy and influence product roadmap.
- Lead cross‑functional initiatives that span product, engineering, and customer success.
- Mentor junior leaders and build a high‑impact training organization.
- Participate in leadership development programs, hackathons, and industry conferences.
- Access to continuous learning resources, including online courses, certifications, and internal knowledge bases.
Work Environment & Culture
brighthush is a vibrant, inclusive workplace that values creativity, collaboration, and transparency. Our culture is built on:
- Innovation – We encourage experimentation and reward bold ideas that drive customer success.
- Ownership – Every team member is empowered to take initiative and own outcomes.
- Community – From virtual coffee chats to in‑office wellness events, we foster a sense of belonging.
- Flexibility – We support hybrid work models, flexible hours, and a healthy work‑life balance.
- Diversity & Inclusion – We celebrate diverse perspectives and are committed to building an inclusive environment for all.
Compensation & Benefits
While specific figures vary by location, brighthush offers a competitive total rewards package that typically includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses and equity opportunities.
- Comprehensive health, dental, and vision coverage.
- Mental health support, including counseling and wellness programs.
- Parental leave and family planning resources.
- Retirement savings plans with company matching.
- Generous paid time off, including vacation, sick leave, and personal days.
- Travel allowances for up to 20% travel required for in‑practice learning.
- Professional development budget and conference sponsorships.
Equal Opportunity & Accessibility
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to building an inclusive culture that values authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship, or any other legally protected characteristic. We fully comply with the Americans with Disabilities Act (ADA) and are dedicated to creating an accessible workplace for all. If you require accommodations during the interview process or throughout your employment, please let us know and we will do everything we can to support you.
How to Apply
Ready to lead a high‑impact training team and shape the future of dental practice technology? Submit your application through our careers portal and join the brighthush family. We look forward to learning how your passion for customer success and operational excellence can help us transform the dental industry together.