Job Description

Customer Experience Tier 2

at Dandy

Remote (US)

About Dandy

Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world’s leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.

About the Role

Dandy is hiring a Customer Experience Tier 2 to join our rapidly growing venture-backed company. The Clinical Support team owns delivering best in class dental technical knowledge and customer service in a timely manner. In this role, you’ll help provide technical expertise to offer superb customer service for our doctors.

What You’ll Do

  • Act as the clinical level of escalation of inbound Support tickets for your Product line
  • Act as the technical liaison between customers and the lab (i.e. translate doctor feedback to digital designs) for live orders
  • Speak to doctors through phone and chat to answer questions and provide technical customer service
  • Consistently communicate with Dr’s and be their POC for questions, call on complex orders for more detail/clarity

What We’re Looking For

  • 5+ years of professional lab or clinical experience, preferably with expertise in specific product lines (Dentures, Aligners, Removables, Crown & Bridge, Implants)
  • Previous experience with customer service role for the lab and are looking for a customer service/facing role
  • Experience in CAD/CAM digital design (3+ years experience in 3Shape preferred) and building best design practices
  • Strong knowledge of dental systems and their digital components (i.e. scan bodies)
  • Customer obsession focused – Connect with Dr’s on live orders and help answer questions and/or troubleshoot their issues for best customer experience
  • Empathetic – able to connect well with other people and understand the customer’s pain points
  • Ability to adapt and empathize with customers to de-escalate situations and offer solutions
  • Experience working in digital dental labs
  • Strong computer skills
  • Strong written and verbal communication skills
  • Ability to problem solve independently
  • Ability to meet deadlines while maintaining superior quality standards for every case
  • Desire to work at a fast growing, fully-digital lab
  • Bachelor’s degree or equivalent a plus, but not required

The reasonably estimated salary for this role at Dandy ranges between $57,000 – $63,500 plus equity. Actual compensation is based on a number of factors including, but not limited to the primary work location, candidate’s skills, qualifications, and experience.

In addition, Dandy offers a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan, paid time off and fitness reimbursements.

Dandy is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.