Clinical Support Specialist - West Coast

Incisive; Cederberg Local Municipality; Remote; ZAR 988,000 - 1,235,000; Full time

Benefits offered by this job

Remote-First

Unlimited PTO

Growth Opportunity

Culture

Modern Tools

Competitive Compensation

Job summary

Incisive is seeking a Clinical Support Specialist for the West Coast to be the primary contact for dental practices, solving issues and guiding them to success with our platform. You’ll join the founding team to build the support function from scratch and work closely with labs and users.

The role rewards problem-solvers with a remote-first setup, unlimited PTO, growth opportunities, and competitive compensation ($60,000–$75,000 base) plus bonus, stock options, and full benefits.

Qualifications

• 4+ years in dental industry in a practice or dental lab.
• Excellent verbal and written communication skills.
• Familiarity with intraoral scanning.
• Comfort creating support documentation.
• Familiarity with multiple software systems and quick to learn new tools.
• Meticulous attention to detail and technical problem-solving.
• Extreme customer service mindset.
• Ability to work independently in remote environment.

Responsibilities

• Serve as first-line support for dental practices via text, phone and email.
• Handle order inquiries, billing questions, and general account support.
• Track and resolve support tickets using our helpdesk solution.
• Coordinate equipment replacements and warranty claims.
• Maintain detailed records of common issues and resolutions.
• Create and maintain help documentation, FAQs, and troubleshooting guides based on common issues.

Skills

Dental industry experience

Strong communication

Intraoral scanning

Documentation skills

Software familiarity

Attention to detail

Customer service mindset

Independent work

Tools

CRM

Ticketing

Excel

Outlook

Lab portals

3Shape

IMetric

Sirios

Job description

Clinical Support Specialist - West Coast

Our client, Incisive, is growing again!

About Incisive

Incisive is building a better model for restorative dentistry. Independent practices are under pressure: lab consolidation is accelerating, digital dentistry has arrived but most practices are only halfway there, and building a complete workflow alone is expensive, slow, and isolating. We solve that through one partnership: curated labs matched to specific case types, no-cost digital equipment, a portal to track every case and manage every invoice in one place, and a clinical support team to help. More than 650 doctors nationwide trust us, we retain over 95% of them year over year, and we are growing fast. If you have high standards and want to do work that compounds, you'll fit right in.

ABOUT THE ROLE

As a Clinical Support Specialist, you'll be the primary contact for our dental practices—handling their questions, troubleshooting issues, and ensuring they're successful with our platform. You'll be joining our founding team as we build out the support function from scratch.

This role is perfect for someone who knows the dental world, thrives on problem-solving, and wants to be part of building something from the beginning.

KEY RESPONSIBILITIES

• Serve as first-line support for dental practices via text, phone and email
• Handle order inquiries, billing questions, and general account support
• Track and resolve support tickets using our helpdesk solution
• Manage lab fulfillment questions and coordinate with lab partners
• Troubleshoot basic software and connectivity issues; elevate complex technical problems to 3Shape support
• Coordinate equipment replacements and warranty claims
• Maintain detailed records of common issues and resolutions
• Create and maintain help documentation, FAQs, and troubleshooting guides based on common issues

TOOLS YOU’LL USE

• 3Shape, IMetric and Sirios Scanner & Software
• CRM & Ticketing System
• Excel for tracking & reporting
• Outlook for email
• Lab partner portals and systems

WHAT WE’RE LOOKING FOR

• 4+ years in dental industry in a practice or dental lab
• Excellent verbal and written communication skills
• Familiarity with intraoral scanning
• Comfort creating support documentation
• Familiarity with multiple software systems and quick to learn new tools
• Meticulous attention to detail and technical problem-solving
• Extreme customer service mindset
• Ability to work independently in remote environment

BENEFITS

• Remote-First: Work from anywhere with flexibility to manage your schedule
• Unlimited PTO: We trust you to balance work and life without counting days
• Growth Opportunity: As an early team member, you'll have opportunities to shape our company and advance as we scale
• Culture: Small, fast-growing team that works hard and has fun along the way
• Modern Tools: Latest technology and systems to do your job effectively
• Competitive Compensation: $60,000-75,000 base salary plus target bonus, stock options, and full benefits package