# Clinical Support Expert

**Company:** [Dandy](https://hotfix.jobs/companies/dandy)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** 3Shape Cad/Cam, Digital Dental Design, Dental Systems, Scan Bodies, Treatment Planning, Quality Assurance, Clinical Training, Knowledge Base Management, Customer Service
**Posted:** 2026-09-02

> Provides bilingual clinical and technical support to dental professionals, resolving complex cases, advising on treatment planning, and liaising with laboratories. The role also leads quality reviews, coaching, knowledge management, and process improvements for Mexican and North American customers.

## Job Description

## 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.

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