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Dandy is transforming the dental industry through technology, building an operating system for dental practices globally. We're seeking a Clinical Support Expert to join our Customer Experience Team in Canada, serving as a high-level clinical authority supporting dental professionals across North America in both French and English.
You will resolve complex clinical inquiries and handle time-sensitive escalations from frontline agents, account management, and cross-functional teams with expert precision. You'll manage booked calls to advise on and resolve complex practice-level issues, serve as the primary escalation point for clinical support tickets, and provide guidance to doctors via phone, live chat, video, and email. As the clinical voice for our Canadian doctor base, you'll support French-speaking practices with fluency in Canadian French while flexing to support U.S. customers during peak volume periods.
You'll act as the liaison between doctors and the lab, translating clinical feedback into actionable outcomes for live orders. Your quality assurance responsibilities include reviewing agent work for clinical accuracy and adherence to standard operating procedures. As a subject matter expert, you'll support and coach new hires, providing specialized clinical training and ongoing guidance to the frontline team. You'll advise on and lead cross-functional projects aimed at improving clinical processes, assist in creating and reviewing knowledge base articles with French localization, and propose initiatives to elevate clinical knowledge and quality standards based on trends and doctor feedback.
Success is measured by QA and clinical accuracy, timeliness in resolving escalations, effectiveness of training and coaching, and schedule adherence. You'll work 8 am–5 pm ET, providing coverage across Canadian and U.S. time zones.
Required: Fluency in Canadian French and English (written and verbal); 5+ years in high-volume lab settings (digital dental lab experience preferred); 3+ years with 3Shape CAD/CAM digital design in Removables or Fixed Product Lines; strong knowledge of dental systems and digital components; familiarity with Canadian dental market, regulatory context, and terminology; prior customer-facing experience in a lab or dental organization; customer-focused mindset; ability to build rapport with clinicians; proficiency with computer applications and excellent communication skills; experience in training, coaching, and quality assurance; strong problem-solving and accountability; proven track record meeting SLAs; excellent organizational skills and attention to detail. Based in Canada and legally authorized to work.
