Clinical Support Expert - Removables

Position Overview

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

Dandy is revolutionizing the dental industry by simplifying and modernizing practice operations through technology. We are seeking a Clinical Support Expert to join our growing team. The Clinical Support Team is dedicated to providing exceptional dental technical knowledge and customer service. In this role, you will offer technical expertise and superb customer service to our doctors.

Responsibilities

• Act as the CX Product Line “Lab Owner” through cross-functional partnership with Quality and Product Line teams.
• Develop and collaborate on quality best practices, then implement procedures across the Clinical Support Team.
• Supervise quality trends of the Product line, escalating trends with proposed mitigation solutions.
• Propose and oversee the upleveling 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.
• Provide technical guidance as the highest level of escalation for inbound support tickets.
• Support doctors via phone and chat, offering technical customer service for complex cases, treatment planning, and refab diagnostics.
• Serve 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 ideal).
• 3+ years of experience in 3Shape CAD/CAM digital design in removables.
• Strong current knowledge of removable dental systems and their digital components.
• Customer-obsessed with the ability to connect with doctors on live orders, answer questions, and troubleshoot issues for the best customer experience.
• Empathetic, with the 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.

Preferred Qualifications

• Previous experience in a customer service role for a lab.
• Seeking a technical customer service role.

Company Information

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.

Benefits

For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.

Equal Opportunity Employer

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. 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 immigration status, or any other legally protected characteristics. Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!