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Dandy is transforming the dental industry through technology, building an operating system for dental practices globally. This role is a Clinical Support Expert joining the Customer Experience Team to serve as a high-level clinical authority for dental professionals across Germany and the EU.
You will resolve complex clinical inquiries and handle time-sensitive escalations from frontline agents, account management, and cross-functional teams with clinical precision. You'll manage booked calls to advise on and resolve complex, practice-level case issues, serve as the primary escalation point for inbound clinical support tickets, and provide guidance to doctors via phone, live chat, video, and email. You'll act as the clinical voice for the German doctor base while flexing to support other EU customers during peak volume periods. You'll also serve as the liaison between doctors and the lab, translating clinical feedback into actionable outcomes for live orders.
On the quality and training side, you'll perform QA reviews of agent work to ensure clinical accuracy and adherence to Dandy SOPs. You'll act as a Subject Matter Expert to support and coach new hires with specialized clinical training and ongoing guidance to the frontline team. You'll advise on and lead cross-functional projects aimed at improving clinical processes and outcomes, assist in creating and reviewing Knowledge Base articles including German-language localization, and propose improvements to clinical knowledge and quality standards based on trends and doctor feedback.
Performance is measured by QA and clinical accuracy, timeliness and effectiveness in resolving escalations, the positive impact of your training and coaching on team performance, and schedule adherence.
Requirements:
- Fluent in German and English (written and verbal) with ability to deliver clinical guidance and build rapport with doctors in either language
- Based in Germany and legally authorized to work in Germany
- Minimum 5+ years of experience in a high-volume lab setting (digital dental lab experience is a plus)
- Minimum 3+ years of experience in 3Shape CAD/CAM digital design in [Product Line]
- Strong current knowledge of [Product Line] dental systems and their digital components (e.g., scan bodies)
- Familiarity with the German dental market, state and federal regulatory context, German clinical terminology, and product naming conventions (strong plus)
- Prior experience in a customer-facing role within a lab or dental organization
- Customer-focused mindset driven to connect with doctors, troubleshoot issues, and deliver exceptional experience
- Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns professionally
- Confident engaging with doctors in real time via chat, phone, or video calls
- Proficient in computer applications with excellent written and verbal communication skills
- Experienced in training, coaching, and mentoring colleagues
- Skilled at reviewing and assessing work quality to ensure accuracy and adherence to standards
- Highly independent problem solver with strong accountability
- Proven track record of meeting SLAs while maintaining high-quality standards
- Strong organizational skills and attention to detail
- Comfortable working hours that provide coverage across operating hours
- Enthusiastic about working in a fast-growing, fully digital lab and high-performance culture
- Additional European languages (Italian, Spanish, Dutch, or French) are a plus
