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 on and resolve complex practice-level case issues.
• Serve as the primary escalation point for clinical support tickets, providing clinical guidance and customer service to doctors by phone, live chat, video, and email.
• Advise on complex cases and treatment planning.
• Liaise between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.
• Perform quality assurance reviews of agent work for clinical accuracy and adherence to standard operating procedures.
• Support and coach new hires as a subject matter expert, providing specialized clinical training and ongoing guidance.
• Lead cross-functional projects to improve clinical processes and outcomes.
• Create, review, and update clinical knowledge-base articles.
• Identify trends and doctor feedback to improve clinical knowledge and quality standards.

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 aligners and developing 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.
• 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 and handle complex concerns professionally.
• Confidence communicating with doctors through chat, phone, and video calls.
• Proficiency with computer applications and excellent written and verbal communication skills.
• Experience training, coaching, mentoring, and serving as a subject matter expert.
• Ability to review 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 fully digital lab and a high-performance culture.

Schedule

• Monday–Friday, 8:00 a.m.–4:45 p.m. ET

Benefits

• Comprehensive benefits tailored to the applicable country, typically including healthcare, dental, mental health support, parental planning resources, retirement savings options, and paid time off.