Clinical Support Expert, Fixed (Implants)

Job Description:

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 Implants

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

• Is looking for a technical customer service role

• Strong current knowledge of Implants 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

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.

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!

Compensation Range: $70K - $80K