Clinical Support Expert

Responsibilities

• Resolve complex clinical inquiries and time-sensitive escalations from frontline agents, Account Management, and cross-functional teams.
• Manage booked calls to advise doctors and resolve complex practice-level issues.
• Provide bilingual Spanish/English customer service and clinical guidance via phone, live chat, video, and email for complex cases and treatment planning.
• Serve as the clinical support voice for Mexican doctors and support U.S. customers during overlapping demand.
• Liaise between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.
• Perform quality assurance reviews for clinical accuracy and adherence to standard operating procedures.
• Coach new hires and frontline agents as a subject matter expert, including specialized clinical training.
• Lead cross-functional projects that improve clinical processes and outcomes.
• Create, review, update, and localize Spanish-language knowledge-base articles and doctor-facing communications.
• Identify trends and improve clinical knowledge and quality standards based on doctor feedback.

Requirements

• Fluent written and verbal Mexican Spanish and English.
• Based in Mexico and legally authorized to work in Mexico.
• 5+ years of experience in a high-volume lab setting.
• 3+ years of experience using 3Shape CAD/CAM digital design in removable or fixed product lines.
• Current knowledge of dental systems and digital components, including scan bodies.
• Prior customer-facing experience in a laboratory or dental organization.
• Strong customer service, communication, rapport-building, troubleshooting, and problem-solving skills.
• Experience training, coaching, mentoring, and serving as a subject matter expert.
• Experience reviewing work quality for accuracy and adherence to standards.
• Proven ability to meet service-level agreements while maintaining quality.
• Strong organization and attention to detail.
• Availability to work coverage hours across Mexican and U.S. time zones; available shifts include 8 a.m.–5 p.m. local time, CT or PT.

Nice to Have

• Experience with digital dental laboratories.
• Familiarity with the Mexican dental market, including state and federal regulatory context, Mexican clinical terminology, and product naming conventions.
• Experience with treatment planning and digital dental workflows.

Benefits

• Country-specific healthcare, dental, and mental health support.
• Parental planning resources, retirement savings options, and paid time off.