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 French- and English-language customer service and clinical guidance via phone, live chat, video, and email for complex cases and treatment planning.
• Support French-speaking Canadian practices and flex to support U.S. customers during overlapping volume periods.
• Liaise between doctors and the lab by translating clinical feedback and preferences into actionable outcomes for live orders.
• Perform quality assurance reviews for clinical accuracy and adherence to standard operating procedures.
• Serve as a subject matter expert, coach new hires, and provide specialized clinical training and ongoing frontline guidance.
• Lead cross-functional projects that improve clinical processes and outcomes.
• Create, review, update, and localize French-language knowledge-base articles and doctor-facing communications.
• Identify trends and doctor feedback to improve clinical knowledge and quality standards.

Requirements

• Fluent written and verbal Canadian French and English.
• Based in Canada and legally authorized to work in Canada.
• 5+ years of experience in a high-volume lab setting.
• 3+ years of experience with 3Shape CAD/CAM digital design in removable or fixed product lines.
• Current knowledge of dental systems and digital components such as scan bodies.
• Prior customer-facing experience in a lab or dental organization.
• Strong customer service, communication, problem-solving, organization, and attention to detail.
• Experience training, coaching, mentoring, and acting as a subject matter expert.
• Experience reviewing work for quality, accuracy, and adherence to standards.
• Ability to meet service-level agreements while maintaining high-quality case outcomes.
• Comfortable covering Canadian and U.S. time zones; available for an 8 a.m.–5 p.m. ET shift.

Nice-to-haves

• Experience in digital dental laboratories.
• Familiarity with the Canadian dental market, provincial regulatory context, Canadian clinical terminology, and product naming conventions.

Benefits

• Healthcare, dental, and mental health support.
• Parental planning resources.
• Retirement savings options.
• Paid time off.