Clinical Support Expert

Salary: $70K - $80K Location Type: Remote Employment Type: Full-Time

Position Overview

Dandy is revolutionizing the dental industry, a sector valued at over $200 billion. Supported by leading venture capital firms, we are on an ambitious mission to simplify and modernize every aspect of dental practice operations through technology. As we expand globally, Dandy is building the essential operating system for dental offices worldwide, equipping clinicians and their teams with technology, innovation, and exceptional support to achieve more for their practices, people, and patients.

Dandy is seeking a Clinical Support Expert to join our rapidly growing, venture-backed company. The Clinical Support Team is responsible for delivering best-in-class dental technical knowledge and customer service in a timely manner. In this role, you will provide technical expertise to deliver superb customer service to our doctors.

Responsibilities

CX Product Line "Lab Owner"

• Develop and collaborate on quality best practices through cross-functional partnership with Quality and Product Line teams.
• Implement quality best practices and procedures across the Clinical Support Team.
• Supervise quality trends of the Product Line, escalating trends with proposed mitigation solutions.
• Propose and oversee the enhancement of clinical knowledge based on trends and feedback.
• Implement rapid, quality result-focused solutions in collaboration with the Quality team.
• Maintain detailed records of quality solutions and their impact on patient outcomes.

Technical Guidance and Support

• Serve as the highest level of escalation for inbound support tickets, providing technical guidance.
• Support doctors via phone and chat, offering technical customer service for complex cases, treatment planning, and refab diagnostics.
• Act as the technical liaison between doctors and the lab, translating doctor feedback and preferences into outcomes for live orders.

Requirements

• Minimum 5 years of experience in a high-volume lab setting (digital dental labs preferred, but not required).
• 3+ years of experience in 3Shape CAD/CAM digital design, specifically with Implants.
• Previous experience in a customer service role for a lab is preferred.
• Seeking a technical customer service role.
• Strong current knowledge of Implants dental systems and their digital components (e.g., scan bodies).
• Customer obsession: Ability to connect with doctors on live orders, answer questions, and troubleshoot issues to ensure the best customer experience.
• Empathetic: Ability to connect well with others and understand customer pain points.
• Strong computer skills.
• Strong written and verbal communication skills.
• Ability to problem-solve independently.
• Ability to meet deadlines while maintaining superior quality standards for every case.
• Desire to work at a fast-growing, fully-digital lab.

Benefits

For full-time positions, Dandy offers a comprehensive and inclusive benefits package tailored to each country of operation. These typically include:

• Healthcare
• Dental
• Mental health support
• Parental planning resources
• Retirement savings options
• Generous paid time off

Company Information

Dandy is proud to be an equal-opportunity employer committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.

Dandy fully complies with the Americans with Disabilities Act (ADA) and is dedicated to creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have questions beforehand, please let us know, and we will do our best to meet your needs.

Visit Dandy Careers for more information!