Clinical Support Expert

About the role

This role is dedicated to resolving the most intricate clinical cases that arise within a high-volume, fully digital dental laboratory environment. You will operate as the definitive clinical authority for Removables, Dentures, and Sleep Apnea devices, ensuring that every interaction with doctors reflects the highest standard of technical proficiency. The position requires ownership of end-to-end case resolution, from initial complex inquiry through to final delivery, while safeguarding patient outcomes and practice satisfaction. You will be instrumental in transforming intricate clinical feedback into precise directives that guide the laboratory team. Furthermore, this position drives continuous improvement by identifying recurring issues and establishing robust solutions that elevate the entire standard of care. Ultimately, you will serve as the vital bridge between clinical expertise and technological execution, ensuring that Dandy's promise of superior support is realized for dental professionals everywhere.

Key facts

What you'll do

• Resolve highly complex clinical inquiries for Removables, Dentures, and Sleep Apnea devices, managing time-sensitive escalations from frontline agents, Account Management, and cross-functional teams with expert precision.
• Manage booked calls to advise and work to resolve complex, practice-level case issues that require deep clinical and technical insight.
• 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 intricate treatment planning and complex cases.
• Act as the liaison between doctors and the lab, translating nuanced clinical feedback and specific preferences into actionable outcomes for live orders to ensure exacting standards are met.
• Perform rigorous Quality Assurance (QA) reviews of agent work to ensure clinical accuracy, adherence to Dandy standard operating procedures, and consistency in digital workflow execution.
• Act as a Subject Matter Expert (SME) to support and coach new hires, delivering specialized clinical training and offering ongoing guidance to the frontline team to build their capability and confidence.
• Advise on and lead special cross-functional projects aimed at improving clinical processes, outcomes, and the overall efficacy of the digital laboratory operations.
• Assist in the creation, review, and updates of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information specific to Removables, Dentures, and Sleep Apnea devices.
• Propose and oversee the up-leveling of clinical knowledge and quality standards based on emerging trends, doctor feedback, and evolving best practices in digital dentistry.
• Measure and optimize performance through QA and Clinical Accuracy metrics, ensuring the precision and correctness of clinical guidance and resolutions across all digital dental workflows.

Requirements

• Minimum 5+ years of experience in a high-volume lab setting, demonstrating a consistent ability to manage complex case loads under pressure.
• Minimum 3+ years of experience in 3Shape CAD/CAM digital design specifically for dentures, partials, sleep apnea devices, and the establishment of best design practices.
• Strong, current knowledge of Removables (dentures/partials) dental systems and their digital components, including scan bodies, as well as Implant and Crown & Bridge systems.
• Prior experience in a customer-facing role within a lab or dental organization where you directly supported clinical practitioners.
• Customer-focused mindset driven to connect with doctors, troubleshoot intricate issues, and deliver an exceptional experience that reinforces trust.
• Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism even in high-stakes scenarios.
• Confident engaging with doctors in real time via chat, phone, or video calls, answering detailed questions and building trust quickly through clear communication.
• Proficient in computer applications, with excellent written and verbal communication skills, able to convert complex clinical and technical feedback into clear, actionable insights for diverse audiences.
• Experienced in training & coaching, acting as a subject matter expert, and mentoring colleagues to elevate performance and standardize best practices.
• Skilled at reviewing and assessing the quality of work to ensure accuracy, adherence to standards, and compliance with Dandy operational protocols.
• Highly independent problem solver with a strong sense of accountability for outcomes and the ability to manage multiple priorities without supervision.
• Proven track record of meeting service level agreements (SLAs) while maintaining uncompromising quality standards for every case handled.
• Strong organizational skills and attention to detail, with the ability to review multiple case outcomes simultaneously and provide informed, accurate clinical guidance.
• Enthusiastic about working in a fast-growing, fully digital lab environment that values innovation, efficiency, and a high-performance culture.
• Available for shifts that may include extended hours, weekends, and coverage of peak support times to ensure continuous operations.

Practical notes

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