Clinical Support Expert (Aligners)

Dandy•,

8d•$70,000 - $80,000

About The Position

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients. Dandy is hiring a Clinical Support Expert who specializes in aligners to join our rapidly growing, venture-backed company. As a critical member of the Customer Experience Team, you will ensure our dental professionals receive best-in-class technical expertise and customer service. You will serve as a high-level clinical authority, tackling the most complex cases and driving quality improvements across the organization.

Requirements

Minimum 5+ years of experience in a high-volume lab setting; experience in digital dental labs is a plus.
Minimum 3+ years of experience in 3Shape CAD/CAM digital design in aligners and building best design practices. Bonus for experience in other product lines.
Strong, current knowledge of Removables (dentures/partials) dental systems and their digital components (i.e., scan bodies), as well as Implant and Crown & Bridge systems.
Prior experience in a customer-facing role within a lab or dental organization.
Customer-focused mindset: driven to connect with doctors, troubleshoot issues, and deliver an exceptional experience.
Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism.
Confident engaging with doctors in real time via chat, phone, or video calls, answering questions and building trust quickly.
Proficient in computer applications, with excellent written and verbal communication skills, able to convert clinical and technical feedback into clear, actionable insights.
Experienced in training & coaching, acting as a subject matter expert, and mentoring colleagues to elevate performance.
Skilled at reviewing and assessing the quality of work to ensure accuracy and adherence to standards.
Highly independent problem solver with a strong sense of accountability.
Proven track record of meeting service level agreements (SLAs) while maintaining high-quality standards for every case.
Strong organizational skills and attention to detail, with the ability to review multiple case outcomes and provide informed clinical guidance.
Enthusiastic about working in a fast-growing, fully digital lab and contributing to a high-performance culture.

Nice To Haves

experience in digital dental labs is a plus
Bonus for experience in other product lines

Responsibilities

Resolve complex clinical inquiries, handling time-sensitive escalations from frontline agents, Account Management, and cross-functional teams with expert precision and clinical accuracy.
Manage booked calls to advise and work to resolve complex, practice-level case issues.
Serve as the primary escalation point for inbound clinical support tickets, providing customer service and clinical guidance to doctors via phone, live chat, video and email regarding complex cases, and treatment planning.
Act as the liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.
Perform Quality Assurance (QA) reviews of agent work to ensure clinical accuracy and adherence to Dandy standard operating procedures.
Act as a Subject Matter Expert (SME) to support and coach new hires, providing specialized clinical training and offering ongoing guidance to the frontline team.
Advise on and lead special cross-functional projects aimed at improving clinical processes and outcomes.
Assist in the creation, review, and updates of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information.
Propose and oversee the up-leveling of clinical knowledge and quality standards based on trends and doctor feedback.