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Clinical Support Expert - Aligners



Customer Service
United States · Remote
Posted on Friday, May 24, 2024

Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world's leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.

Clinical Support Expert

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

What You'll Do

  • You will be the CX Product Line “Lab Owner” through cross-functional partnership with the Quality and Product Line teams

    • Effectively develop and collaborate on quality best practices, then implement the procedures across the Clinical Support Team

    • Supervise the quality trends of the Product line, escalating trends with 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 impact on patient outcomes

  • You will also provide technical guidance as the highest level of escalation of inbound support tickets

    • Support doctors through phone and chat to provide technical customer service regarding complex cases, treatment planning and refab diagnostics

    • Be the technical liaison between doctors and the lab, translating doctor feedback and preferences to outcomes for live orders

What We're Looking For

  • Minimum +5 years experience in a high volume lab setting, digital dental labs ideal but not necessary

  • 3+ years experience in 3Shape CAD/CAM digital design in Aligners and building best design practices

  • Preferred, previous experience with customer service role for the lab

  • Is looking for a technical customer service role

  • Strong knowledge of Aligners dental systems and their digital components (i.e. scan bodies)

  • Customer obsession focused - Connect with Dr’s on live orders and help answer questions and/or troubleshoot their issues for best customer experience

  • Empathetic - able to connect well with other people and understand the customer’s 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

We offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and 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 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 move at Dandy speed and do everything in our power to meet your needs.