# Clinical Support Expert

**Company:** [Dandy](https://hotfix.jobs/companies/dandy)
**Location:** Remote
**Role:** Support Engineering
**Salary:** CA$71k – CA$83k/yr
**Experience:** 5+ years
**Skills:** Canadian French, 3Shape Cad/Cam, Digital Dental Design, Removable Dentistry, Fixed Dentistry, Dental Systems, Scan Bodies, Quality Assurance, Treatment Planning, Customer Service, Clinical Training, Knowledge Base Management, Slas
**Posted:** 2026-09-02

> Provides advanced bilingual clinical and technical support to dental professionals, resolves escalated cases, liaises with labs, and improves quality through coaching and process leadership. Requires Canadian French and English fluency, 5+ years in a high-volume lab, and 3+ years with 3Shape CAD/CAM design.

## 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 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.

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