Removables Support Expert
Posted on 3/22/2023

501-1,000 employees

Dental lab process platform
Company Overview
Dandy’s mission is to become the operating system of every dental practice in the country, bringing solutions to complex problems in an industry that has been underserved. The company has designed their platform to level up practices by making the entire process effortlessly digital — from start to finish.
Remote • United States
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • Minimum +5 years experience in a high volume lab setting, digital dental labs ideal but not necessary, with orthodontics & dentures cases specifically
  • 3+ years experience in 3Shape CAD/CAM digital design in Removables 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 Removablesdental 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
  • 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
  • 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