Clinical Support Expert - Removables - Remote

Overview

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.

In Short

• 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.
• 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.

Requirements

• 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 removables.
• Preferred, previous experience with customer service role for the lab.
• Strong current knowledge of removables dental systems and their digital components.
• 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.
• Desire to work at a fast-growing, fully-digital lab.

Benefits

• Comprehensive and inclusive benefits tailored to each country where we operate.
• Healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off.