Manager, Customer Experience IT
At a glance
Manager-level role at Archy. Remote, United States · full-time · $100,000–$130,000 base.
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What you'll do
- Lead and develop technical specialists through coaching, performance reviews, career plans, hiring and training
- Set service expectations and improve team workflows, documentation and queue practices as migration work scales
- Oversee technical readiness for practice launches, including backups, imaging checks, server access and phone or DNS changes
- Take escalated migration issues, then maintain playbooks and coordinate fixes with Onboarding, Product and Engineering
- Track migration outcomes and find automation opportunities that reduce manual work
What you bring
- At least three years leading technical support, implementation or IT teams, with a record of developing technical staff
- Hands-on experience with remote desktop tools, virtual machines, PowerShell scripting and server or hardware troubleshooting
- Experience turning customer or field problems into useful defect reports for Product and Engineering
- Clear communication with nontechnical dental office staff about complex technical issues
Who this fits
This role suits a player-coach who can lead a team while still handling complex technical work; hands-on execution is expected to taper as the team grows. You must be based in the United States and work core hours around Mountain or Pacific time, with flexibility for night and weekend migration coverage.
From the employer
About Archy
Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.
Archy is a Series C vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.
Job Description
As Manager of Customer Experience IT (CXIT), you will lead a team of Migration Technical Customer Support Specialists responsible for the critical technical steps preceding a practice's go-live—including data migrations, imaging/sensor setup, and phone/DNS transitions.
This is a player-coach role (majority coaching, minority direct execution) reporting to the Head of Onboarding. You will handle complex technical escalations, coach specialists, build scalable migration systems, and partner cross-functionally with Onboarding, Product, and Engineering. As the team expands, the hands-on technical portion of this role will decrease.
Job Responsibilities
Team Leadership & Development
Direct, coach, and grow a team of technical specialists through regular 1:1s, performance reviews, and structured career development.
Define, document, and hold the team accountable to clear performance expectations, SLAs, and quality standards.
Develop and refine operational processes and documentation to ensure CXIT workflows scale efficiently as the company grows.
Oversee hiring, onboarding, ramp plans, and technical training for new CXIT team members.
Establish a high-ownership team culture with clear standards for queue management and practice communication.
Manage and participate in the on-call/weekend coverage schedule for live migrations and cutovers.
Technical & Operational Execution
Ensure end-to-end technical go-live readiness: server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers.
Serve as the senior escalation point for complex migration discrepancies, custom server/imaging environments, and high-risk accounts.
Own and continuously refine migration playbooks, runbooks, and internal documentation.
Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware.
Cross-Functional Collaboration & Strategy
Partner closely with the Manager of Onboarding to align timelines, resolve blockers, and communicate migration status transparently.
Serve as the voice of the field to Product and Engineering by packaging detailed defect reports, identifying patterns, and prioritizing long-term fixes.
Track and report on key CXIT metrics, including cycle time, cutover accuracy, escalation resolution, and go-live technical incidents.
Identify automation and tooling opportunities to reduce manual workload and increase migration efficiency.
Job Requirements
3+ years managing technical support, implementation, or IT teams; proven track record of coaching and developing technical talent.
Hands-on background with remote desktop tools (e.g., AnyDesk), Virtual Machines, basic scripting (PowerShell), and server/hardware troubleshooting.
Background in SaaS and healthcare (dental industry strongly preferred).
Demonstrated success 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.
Exceptional ability to explain complex technical concepts clearly to non-technical dental office staff.
Exposure to dental imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus.
This is a remote (US-based) role. Core working hours are typically 9:00 AM – 6:00 PM Mountain or Pacific Time, with flexibility required for night and weekend coverage during migrations and go-lives
What We Offer:
Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family, plus Spring Health and One Medical access.
Competitive Compensation: Base pay and equity, 401(k) with company match, and performance-based incentives (bonus or commission eligibility by role).
Flexibility & Remote Support: A remote-friendly culture that values flexibility and time to rest and recharge, with home office support and time-off benefits varying by role.
Team Connection: Annual all-company offsites to collaborate and connect in person.
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