Senior Aligners Clinical Expert & Training Lead

Dandy

United States

Remote

USD 70,000 - 105,000

Full time

14 days+

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Job summary

Dandy is transforming the dental industry by delivering a digital platform and clinical support to dental offices worldwide. We are hiring a Clinical Support Expert who specializes in aligners to join our Customer Experience Team and provide high-level clinical guidance and exceptional service to doctors.

You will handle complex cases, coach teammates, and drive improvements in clinical processes while collaborating with labs and the doctors we serve.

Qualifications

Minimum 5+ years in a high-volume lab setting with dental exposure.
Minimum 3+ years in 3Shape CAD/CAM for aligners and design best practices.
Strong knowledge of Removables, implants and crown & bridge systems.
Prior customer-facing role within a lab or dental organization.
Experience in training, coaching, and mentoring colleagues.
Ability to translate clinical feedback into actionable insights.

Responsibilities

Resolve complex clinical inquiries and handle time-sensitive escalations with accuracy.
Manage booked calls to advise and resolve complex case issues.
Serve as the primary escalation point for inbound clinical support tickets via phone, chat, or email.
Act as liaison between doctors and the lab to translate feedback into actionable orders.
Perform QA reviews of agent work to ensure clinical accuracy.
Coach new hires as SME and provide ongoing guidance.
Lead cross-functional projects to improve clinical processes.
Assist in creating and updating Knowledge Base articles.
Propose and oversee up-leveling of clinical knowledge and standards.