Clinical Support Expert (Aligners)

Dandy
United States
Workplace: RemoteFull timeUSD 70,000 - 80,000 annuallyFunction: Product ManagementExperience: 5+ yearsSkills: ["Customer-focused mindset","Rapport building","Empathetic support","Problem-solving","Accountability"]

Serve as a high-level clinical authority for complex aligner cases within the Customer Experience team. Resolve escalated clinical inquiries and manage booked calls via phone, live chat, video, and email, while translating feedback between doctors and the lab. Perform QA on agent work, coach and train new hires as an SME, and help improve clinical processes through cross-functional projects and knowledge base updates.

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Dandy
Dandy
1 day ago

Clinical Support Expert (Aligners)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Serve as a high-level clinical authority for complex aligner cases within the Customer Experience team. Resolve escalated clinical inquiries and manage booked calls via phone, live chat, video, and email, while translating feedback between doctors and the lab. Perform QA on agent work, coach and train new hires as an SME, and help improve clinical processes through cross-functional projects and knowledge base updates.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Resolve complex clinical inquiries and time-sensitive escalations from frontline agents and cross-functional teams with clinical accuracy.
  • •Provide clinical guidance to doctors via phone, live chat, video, and email, including treatment-planning support.
  • •Serve as the primary escalation point for inbound clinical support tickets and advise/resolve practice-level case issues.
  • •Perform QA reviews of agent work for clinical accuracy and adherence to Dandy standard operating procedures.
  • •Coach and train new hires as a clinical SME, support QA/training improvements, and maintain Knowledge Base articles.

Pay and Benefits

Salary: USD 70,000 - 80,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalParental LeaveRetirement SavingsPaid Leave

Key Requirements

  • •5+ years of high-volume lab experience; digital dental lab experience is a plus.
  • •3+ years of experience in 3Shape CAD/CAM digital design for aligners, with best-practice development.
  • •Strong knowledge of removables (dentures/partials) digital systems and implant and crown & bridge systems.
  • •Prior experience in a customer-facing role within a lab or dental organization.
  • •Experience training/coaching as a subject matter expert and reviewing work for clinical accuracy and standard adherence.
Experience:5+ years
Skills:Customer-focused mindsetRapport buildingEmpathetic supportProblem-solvingAccountability
Tech Stack:3Shape CAD/CAM

Company Brief

Dandy
Dandy is a fully digital dental lab that provides intraoral scanners, chairside software, real-time clinical support, and AI‑accelerated manufacturing to streamline prosthetic workflows and improve patient outcomes for dental practices and DSOs.
Industry: HealthTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Seed
Headquarters: New York, United States
Founded: 2016
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Glassdoor: 3.4
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