Clinical Support Expert, Removables; French Speaking

Location

CAN - Quebec

Full time

Remote

Commercial, Customer Experience

• CA $69.3K – CA $77K
  • Offers Equity

Actual compensation for roles will vary based on factors including the candidate's location, skills, qualifications, and experience.

Please note that compensation listed for U.S. based roles applies only to candidates working in the United States. Candidates hired outside the U.S. will receive regionally adjusted compensation.

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world‑class support to achieve more for their practices, their people, and their patients.

Dandy is hiring a Clinical Support Expert (French) in Canada to join our rapidly growing, venture‑backed company. As a critical member of the Customer Experience Team, you will ensure our dental professionals receive best‑in‑class technical expertise and customer service. You will serve as a high‑level clinical authority, tackling the most complex cases and driving quality improvements across the organization.

REQUIRED:
Dental Design Experience and bilingual in English and Canadian French

Shift Time:

Mon-Fri, 8am-4:45pm ET

As a Clinical Support Expert, you will leverage your deep technical knowledge to support doctors, coach team members, and ensure operational excellence.

• Resolve complex clinical inquiries, handling time‑sensitive escalations from frontline agents, Account Management, and cross‑functional teams with expert precision and clinical accuracy.
• Manage booked calls to advise and work to resolve complex, practice‑level case issues.
• 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 complex cases, and treatment planning.
• Act as the liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.

• Perform Quality Assurance (QA) reviews of agent work to ensure clinical accuracy and adherence to Dandy standard operating procedures.
• Act as a Subject Matter Expert (SME) to support and coach new hires, providing specialized clinical training and offering ongoing guidance to the frontline team.
• Advise on and lead special cross‑functional projects aimed at improving clinical processes and outcomes.
• Assist in the creation, review, and updates of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information.
• Propose and oversee the up‑leveling of clinical knowledge and quality standards based on trends and doctor feedback.

• QA and Clinical Accuracy: The precision and correctness of your clinical guidance and resolutions including mastery of Dandy digital dental workflows and best practices.
• SLAs for Escalation Handling: Timeliness and effectiveness in resolving escalated issues.
• Effectiveness of Training and
  
  Coaching:
  
  The positive impact of your SME support on new hire ramp‑up and overall team performance.
• Schedule Adherence and Attendance: Consistency in maintaining your assigned schedule and compliance to attendance policy.

• Minimum 8+ years of experience in a high‑volume lab setting, with experience in digital dental labs being a plus.
• Minimum 5+ years of experience in 3
  
  Shape CAD/CAM digital design in removables appliances.
• Strong current knowledge of removable appliances dental systems and their digital components (i.e., scan bodies).
• 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 an exceptional experience.
• Skilled at building rapport…