# Clinical Support Expert

**Company:** [Dandy](https://hotfix.jobs/companies/dandy)
**Location:** Remote
**Role:** Customer Success
**Salary:** $70k – $80k/yr
**Experience:** 5+ years
**Skills:** 3shape cad/cam, digital dental design, aligners, removable dentistry, dentures, dental partials, scan bodies, implant systems, crown and bridge, treatment planning, quality assurance, service-level agreements, knowledge base management, Customer Support, training and coaching
**Posted:** 2026-08-14

> Provides expert clinical and technical support for aligner cases, advising doctors, resolving escalations, coordinating with the lab, and improving quality and training. Requires 5+ years in a high-volume dental lab and 3+ years of 3Shape CAD/CAM aligner design experience.

## 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 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.

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**Apply:** https://hotfix.jobs/jobs/6639e743-aa5e-410c-8b3f-005be78f0386
**Canonical:** https://hotfix.jobs/jobs/6639e743-aa5e-410c-8b3f-005be78f0386