About the Role

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 Implantsand 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 Implantdental 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

The reasonably estimated salary for this role at Dandy is $70,000 - $80,000 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.