About the Role

Dandy is hiring a Customer Experience Tier 2 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

• Act as the clinical level of escalation of inbound Support tickets for your Product line
• Act as the technical liaison between customers and the lab (i.e. translate doctor feedback to digital designs) for live orders
• Speak to doctors through phone and chat to answer questions and provide technical customer service
• Consistently communicate with Dr’s and be their POC for questions, call on complex orders for more detail/clarity

What We're Looking For

• 5+ years of professional lab or clinical experience, preferably with expertise in Removables
• Previous experience with customer service role for the lab and are looking for a customer service/facing role
• Experience in CAD/CAM digital design (3+ years experience in 3Shape preferred) and building best design practices
• Strong knowledge of 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
• Ability to adapt and empathize with customers to de-escalate situations and offer solutions
• Experience working in digital dental labs
• 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
• Bachelor's degree or equivalent a plus, but not required

The reasonably estimated salary for this role at Dandy is $57,000 - $63,500 plus equity. Actual compensation is based on a number of factors including, but not limited to the primary work location, candidate's skills, qualifications, and experience.