Dental Support Specialist

Salary: $56K - $62.5K Employment Type: Full-Time Location Type: Remote JOB ID: J-23

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Position Overview

Dandy is seeking a Dental Support Specialist with extensive experience in the dental field to deliver a best-in-class experience to our dental practice clients. This role involves handling complex dental questions, acting as a primary point of contact for dental technicians, and working directly with clients to understand and resolve their inquiries, concerns, and issues.

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Responsibilities

• Dental Expertise:
  • Possess a deep understanding of restorative dentistry to assist Doctors in transitioning to a digital lab.
  • Serve as a dental expert for supported product lines, providing support to Doctors and Customer Experience (CX) agents.
  • Address complex dental and lab questions daily, including product, material, fit, design, and shade inquiries.
  • Act as the technical liaison between customers and the lab, translating doctor feedback into digital designs for live orders.
• Technical Support & Workflow:
  • Support Doctors with specific knowledge of all Dandy digital workflows and SKUs.
  • Assist in all refabrication processes, gathering necessary information from Doctors.
  • Provide live support to dental practices and agents, aiding in the use of intraoral scanners and coaching best practices for image capture.
  • Assist with live scan reviews, margin marking, and aligning bites.
• Collaboration & Escalation:
  • Communicate and collaborate closely with product line support experts and Certified Dental Technicians (CDTs) on difficult cases, utilizing them as escalation points.
  • Work cross-functionally with order operations and lab operations teams to ensure Doctors receive timely support and necessary resources.
• Relationship Building:
  • Through strong dental knowledge, build relationships and trust with Doctors.
  • Provide outreach assistance and follow-up calls to Doctors to ensure optimal outcomes.
• Implants Team Specifics:
  • Possess an understanding of implants, scanbodies and their compatibility, surgical reports, and reading X-rays.
  • (Duplicated from above, preserved as per instructions) Implants Experience: Have an understanding of implants, scan bodies and their compatibility, surgical reports, and reading and x-ray.

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Requirements

• 5+ years of professional lab experience, preferably with expertise in specific SKUs.
• Minimum 2 years of experience with CAD/CAM design & 3Shape Design.
• Ability to resolve doctor client issues and deliver a great experience through phone, chat, and in-person communication.
• Desire to work in an ambiguous, high-velocity environment.
• Willingness to be hands-on and proactively fix problems.
• Intellectual curiosity and strong research abilities.

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Bonus Points For

• CAD/CAM Design Skills
• Outstanding professional references.
• Fluency in a second language.
• Relentlessly positive attitude, strong sense of humor, and the ability to have fun at work.

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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
• Generous paid time off

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity.