Clinical Support Expert, Aligners at Dandy

About Dandy

Dandy is actively transforming the substantial and traditional dental industry, valued at over $400 billion. Supported by leading venture capital firms, the company is on an ambitious mission to streamline and modernize all aspects of dental practice through advanced technology. As Dandy expands globally, it is developing the essential operating system for dental offices around the world, empowering clinicians and their teams with cutting edge technology, innovation, and unparalleled support to enhance their practices, optimize their operations, and improve patient outcomes.

The Opportunity: Clinical Support Expert, Aligners

Dandy is seeking a Clinical Support Expert, specializing in aligners, to join its rapidly expanding, venture backed team. As a vital member of the Customer Experience Team, you will be instrumental in providing best in class technical expertise and customer service to dental professionals. You will act as a high level clinical authority, addressing the most intricate cases and spearheading quality improvements throughout the organization.

What You'll Do

Expert Case Resolution & Support

• Resolve Complex Clinical Inquiries: Expertly manage and resolve time sensitive escalations from frontline agents, Account Management, and various cross functional teams with clinical precision.
• Manage Booked Consultations: Conduct scheduled calls to advise and resolve complex, practice specific case issues.
• Primary Escalation Point: Serve as the main contact for inbound clinical support tickets, delivering exceptional customer service and clinical guidance to doctors via phone, live chat, video, and email concerning complex cases and treatment planning.
• Liaison between Doctors and Lab: Effectively translate clinical feedback and preferences into actionable outcomes for live orders with the lab.

Quality Assurance and Training Leadership

• Perform Quality Assurance (QA) Reviews: Conduct QA assessments of agent work to ensure clinical accuracy and strict adherence to Dandy’s standard operating procedures.
• Subject Matter Expert (SME) Support: Act as an SME to support and coach new hires, providing specialized clinical training and continuous guidance to the frontline team.
• Lead Cross Functional Projects: Advise on and lead special projects across departments aimed at enhancing clinical processes and outcomes.
• Knowledge Base Management: Assist in the creation, review, and updating of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information.
• Drive Quality Standards: Propose and oversee initiatives to elevate clinical knowledge and quality standards based on emerging trends and valuable doctor feedback.

Performance Measured By

• QA and Clinical Accuracy: Assessed by the precision and correctness of your clinical guidance and resolutions, including mastery of Dandy’s digital dental workflows and best practices.
• SLAs for Escalation Handling: Measured by the timeliness and effectiveness in resolving escalated issues.
• Effectiveness of Training and Coaching: Evaluated by the positive impact of your SME support on new hire ramp up and overall team performance.
• Schedule Adherence and Attendance: Consistency in maintaining your assigned schedule and compliance with attendance policies.

What We're Looking For

• Minimum 5+ years of experience in a high volume lab setting, with a preference for digital dental lab experience.
• Minimum 3+ years of experience in 3Shape CAD/CAM digital design specifically in aligners, with a proven track record of building best design practices. Experience in other product lines is a bonus.
• Strong, current knowledge of Removables (dentures/partials) dental systems and their digital components (e.g., scan bodies), as well as Implant and Crown & Bridge systems.
• Previous experience in a customer facing role within a lab or dental organization.
• A customer focused mindset, driven to connect with doctors, efficiently troubleshoot issues, and deliver an exceptional experience.
• Proficiency in building rapport with clinicians, providing empathetic support, and professionally managing complex concerns.
• Confidence in engaging with doctors in real time via chat, phone, or video calls, adept at answering questions and quickly establishing trust.
• Proficiency in computer applications, coupled with excellent written and verbal communication skills, capable of translating clinical and technical feedback into clear, actionable insights.
• Proven experience in training and coaching, acting as a subject matter expert, and mentoring colleagues to elevate overall performance.
• Skilled at reviewing and assessing the quality of work to ensure accuracy and adherence to established standards.
• Highly independent problem solver with a strong sense of accountability.
• Demonstrated track record of consistently meeting service level agreements (SLAs) while upholding high quality standards for every case.
• Strong organizational skills and meticulous attention to detail, with the ability to review multiple case outcomes and provide informed clinical guidance.
• Enthusiastic about contributing to a fast growing, fully digital lab and fostering a high performance culture.
• Available Shift (Monday-Friday): 8:00 am-4:45 pm ET

Benefits & Compensation

For full time positions, Dandy offers a comprehensive and inclusive range of best in class benefits, tailored to each country of operation. Our typical local benefits packages encompass healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off. This ensures our team members are well supported, regardless of their location.

• Salary: $70,000, $80,000 USD (Actual compensation varies based on location, skills, qualifications, and experience. US based salary applies only to candidates working in the United States; candidates outside the U.S. will have regionally adjusted compensation.)
• Equity: Stock Options are offered.
• Benefits Include: Health Insurance, Dental, Mental Health Support, Parental Planning Resources, Retirement Savings Options, Paid Time Off.

Equal Opportunity Employer

Dandy is proud to be an equal opportunity employer, committed to building a diverse and inclusive culture that celebrates authenticity. We do not discriminate based on 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 fully complies with the Americans with Disabilities Act (ADA), dedicated to creating an accessible and inclusive workplace. If you require accommodations for your interview or have questions, we will strive to meet your needs.

Data Privacy Notice

By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes, in accordance with our Privacy Policy and GDPR regulations. You retain the right to access, rectify, or request the deletion of your data at any time by contacting Privacy Requests.