Head of Customer Support at Overjet

San Mateo, Alajuela, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Dental AI, Healthcare, TechnologyIndustries

Requirements

Bachelor’s 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/ML-driven products serving enterprise customers
Demonstrated success implementing AI/automation tools to enhance support efficiency and quality
Outstanding leadership, coaching, and team-development capabilities
Exceptional communication skills in customer-facing and executive-level contexts
Strong familiarity with cloud platforms such as GCP and/or AWS
Comfortable operating in a fast-paced, highly technical, mission-driven environment
Nice to have: experience with Dental Practice Management Systems, imaging systems, or other dental/healthcare technologies

Responsibilities

Lead, scale, and mature an enterprise-grade 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 cross-functional partners

Skills

Key technologies and capabilities for this role

Technical SupportIncident ManagementEscalation WorkflowsKnowledge ManagementAutomationTeam LeadershipCustomer SatisfactionSaaSAI ProductsKPIsQuality ControlsSupport Tooling

Questions & Answers

Common questions about this position

What is the work location or arrangement for this role?

The position is hybrid.

What qualifications and experience are required for the Head of Customer Support role?

Candidates need a Bachelor’s degree in Computer Science or related field, 10+ years in technical support or software engineering, 3+ years leading global technical support teams, experience with SaaS and AI/ML products, and familiarity with cloud platforms like GCP or AWS.

What does the team structure look like for this position?

The role involves managing and growing a distributed team of technical support engineers across the US, Pakistan, and additional future locations.

What is the company culture like at Overjet?

Overjet fosters a culture where builders become leaders, everyone loves making new products, partnerships, and AI technology, and rapid company growth accelerates careers.

What makes a strong candidate for this Head of Customer Support role?

Strong candidates have demonstrated success implementing AI/automation tools for support efficiency, outstanding leadership and coaching skills, and exceptional communication for customer-facing and executive interactions.

Overjet

AI for dental care and claims

About Overjet

Overjet.ai focuses on enhancing oral health through artificial intelligence solutions tailored for the dental industry. The company offers two main products: the Clinical Intelligence Platform and the Claim Intelligence Platform. The Clinical Intelligence Platform assists dental providers by integrating AI insights from dental radiographs with patient and treatment data, which helps improve clinical performance and patient outcomes. Meanwhile, the Claim Intelligence Platform aids insurance companies by analyzing radiographic claims to streamline the claims review process, allowing for quicker approvals and enabling examiners to concentrate on more complex claims. Overjet.ai distinguishes itself from competitors by specifically targeting the dental sector and providing tailored solutions that enhance both clinical care and administrative efficiency. The company's goal is to create a future where dental care is more precise, efficient, and centered around patient needs.

Cambridge, MassachusettsHeadquarters

2018Year Founded

$127MTotal Funding

SERIES_CCompany Stage

AI & Machine Learning, HealthcareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Parental Leave

Flexible Time Off

Hybrid Work Options

Work from Home Stipend

Annual Learning and Development Stipend

Risks

Emerging dental AI startups pose a threat to Overjet's market dominance.

Rapid AI advancements could render Overjet's current offerings obsolete.

Data privacy concerns may arise as Overjet expands its AI capabilities.

Differentiation

Overjet is the first FDA-cleared AI technology for dental pathologies.

Overjet's AI platforms cater to both dental providers and insurance payers.

Overjet for Kids is the only FDA-cleared AI for pediatric tooth decay detection.

Upsides

Overjet raised $53.2 million in Series C funding, the largest in dental AI.

AI integration with teledentistry expands Overjet's market reach and service capabilities.

AI-driven predictive analytics enhance Overjet's Clinical Intelligence Platform.

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