Note: The job is a remote job and is open to candidates in USA. Dandy is transforming the dental industry by modernizing dental practices through technology, innovation, and support. The Clinical Support Expert specializing in Aligners provides advanced clinical support to dental professionals, resolves complex cases, liaises with labs, performs quality assurance, and coaches team members to improve clinical operations and customer outcomes.
Responsibilities
- Resolve complex clinical inquiries, handling time-sensitive escalations from frontline agents, Account Management, and cross-functional teams with expert precision and clinical accuracy
- Manage booked calls to advise and work to resolve complex, practice-level case issues
- Serve as the primary escalation point for inbound clinical support tickets, providing customer service and clinical guidance to doctors via phone, live chat, video and email regarding complex cases, and treatment planning
- Act as the liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders
- Perform Quality Assurance (QA) reviews of agent work to ensure clinical accuracy and adherence to Dandy standard operating procedures
- Act as a Subject Matter Expert (SME) to support and coach new hires, providing specialized clinical training and offering ongoing guidance to the frontline team
- Advise on and lead special cross-functional projects aimed at improving clinical processes and outcomes
- Assist in the creation, review, and updates of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information
- Propose and oversee the up-leveling of clinical knowledge and quality standards based on trends and doctor feedback
Skills
- Minimum 5+ years of experience in a high-volume lab setting; experience in digital dental labs is a plus
- Minimum 3+ years of experience in 3Shape CAD/CAM digital design in aligners and building best design practices
- Strong, current knowledge of Removables (dentures/partials) dental systems and their digital components (i.e., scan bodies), as well as Implant and Crown & Bridge systems
- Prior experience in a customer-facing role within a lab or dental organization
- Customer-focused mindset: driven to connect with doctors, troubleshoot issues, and deliver an exceptional experience
- Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism
- Confident engaging with doctors in real time via chat, phone, or video calls, answering questions and building trust quickly
- Proficient in computer applications, with excellent written and verbal communication skills, able to convert clinical and technical feedback into clear, actionable insights
- Experienced in training & coaching, acting as a subject matter expert, and mentoring colleagues to elevate performance
- Skilled at reviewing and assessing the quality of work to ensure accuracy and adherence to standards
- Highly independent problem solver with a strong sense of accountability
- Proven track record of meeting service level agreements (SLAs) while maintaining high-quality standards for every case
- Strong organizational skills and attention to detail, with the ability to review multiple case outcomes and provide informed clinical guidance
- Enthusiastic about working in a fast-growing, fully digital lab and contributing to a high-performance culture
- Experience in digital dental labs is a plus
- Bonus for experience in other product lines
Benefits
- For full-time positions, Dandy offers healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off, with local benefits packages tailored to each country where they operate.
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