Clinical Support Expert

Responsibilities

Expert Case Resolution & Support

• Resolve complex clinical inquiries and time-sensitive escalations from frontline agents, Account Management, and cross-functional teams.
• Manage booked calls to advise on and resolve complex practice-level case issues.
• Serve as the primary escalation point for inbound clinical support tickets, providing customer service and clinical guidance to doctors via phone, live chat, video, and email regarding complex cases and treatment planning.
• Liaise between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.

Quality Assurance and Training Leadership

• Perform quality assurance reviews of agent work to ensure clinical accuracy and adherence to standard operating procedures.
• Act as a subject matter expert to support and coach new hires through specialized clinical training and ongoing guidance.
• Advise on and lead cross-functional projects that improve clinical processes and outcomes.
• Assist in creating, reviewing, and updating knowledge base articles covering clinical information.
• Propose and oversee improvements to clinical knowledge and quality standards based on trends and doctor feedback.

Requirements

• 5+ years of experience in a high-volume lab setting; digital dental lab experience is a plus.
• 3+ years of experience in 3Shape CAD/CAM digital design for dentures, partials, sleep apnea devices, and design best practices.
• Current knowledge of removable dental systems, including dentures, partials, and digital components such as scan bodies.
• Knowledge of implant and crown and bridge systems.
• Prior experience in a customer-facing role within a lab or dental organization.
• Customer-focused mindset with the ability to troubleshoot issues and support doctors.
• Ability to build rapport with clinicians, provide empathetic support, and handle complex concerns professionally.
• Confidence communicating with doctors in real time via chat, phone, or video.
• Proficiency with computer applications and excellent written and verbal communication skills.
• Experience training and coaching colleagues as a subject matter expert.
• Experience reviewing work quality for accuracy and adherence to standards.
• Strong independent problem-solving, accountability, organization, and attention to detail.
• Proven ability to meet service-level agreements while maintaining high-quality standards.
• Enthusiasm for working in a fast-growing, fully digital lab.

Schedule

• Monday–Friday, 11:15 a.m.–8:00 p.m. ET
• Monday–Friday, 12:15 p.m.–9:00 p.m. ET

Compensation and Benefits

• ATS-listed annual salary range: $68,640–$79,040.
• Full-time positions include comprehensive benefits tailored to the country of employment, typically including healthcare, dental, mental health support, parental planning resources, retirement savings options, and paid time off.