Customer Experience - Dental Lab Technician

Responsibilities

• Partner with doctors in real time to review and refine case designs for optimal aesthetic and functional patient outcomes.
• Provide expert guidance on complex cases and build clinician confidence in digital tools.
• Communicate with clinicians by phone, chat, and video to troubleshoot issues, clarify workflows, and provide empathetic technical support.
• Liaise between doctors and dental lab teams, translating clinical feedback into production outcomes.
• Manage multiple complex conversations simultaneously while meeting tight deadlines and maintaining quality standards.

Requirements

• Fluent written and verbal Canadian French and English.
• Based in Canada and legally authorized to work in Canada.
• 3+ years of experience as a dental technician.
• 2+ years of experience with 3Shape CAD/CAM design, including implant and crown and bridge cases.
• Deep understanding of digital dental workflows, implant systems, scan bodies, and dental design best practices.
• Technologically adept and able to learn dental design platforms quickly.
• Proven ability to build rapport with clinicians, provide empathetic support, and handle complex concerns professionally.
• Excellent verbal and written communication skills, including translating clinical and technical feedback into actionable insights.
• Comfortable communicating live with doctors through chat, phone, and video.
• Strong independent problem-solving and multitasking skills.
• Ability to work in a fast-growing, fully digital lab environment.

Nice-to-haves

• Previous experience in a customer-facing laboratory role.

Schedule and Compensation

• Available shift: 8:00 a.m.–5:00 p.m. ET.
• Salary: CAD 68,640–76,960 annually.
• Full-time benefits typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and paid time off.