[Hiring] Clinical Support Expert @Dandy

Role Description

Dandy is hiring a Clinical Support Expert to join our rapidly growing, venture-backed company. As a critical member of the Customer Experience Team, you will ensure our dental professionals across Germany 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.

What You'll Do

• Expert Case Resolution & Support
  • 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.
  • Serve as the clinical voice for our German doctor base, supporting practices while flexing to support other EU customers during periods of overlapping volume.
  • Act as the liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.
• Quality Assurance and Training Leadership
  • 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, including the localization of German-language articles and doctor-facing communications, to maintain an accurate and comprehensive repository of clinical information across both service languages.
  • Propose and oversee the up-leveling of clinical knowledge and quality standards based on trends and doctor feedback.

Performance Measured By

• QA and Clinical Accuracy: The precision and correctness of your clinical guidance and resolutions including mastery of Dandy digital dental workflows and best practices in both service languages.
• 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.

Qualifications

• Fluent in German and English, written and verbal, with the 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, with experience in digital dental labs being 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 (i.e., scan bodies).
• Familiarity with the German dental market—state and federal regulatory context, German clinical terminology, and product naming conventions—is a 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 an exceptional experience.
• Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism.
• Confident engaging with doctors in real time via chat, phone, or video calls, answering questions and building trust quickly.
• Proficient in computer applications, with excellent written and verbal communication skills, able to convert clinical and technical feedback into clear, actionable insights.
• Experienced in training & coaching, acting as a subject matter expert, and mentoring colleagues to elevate performance.
• Skilled at reviewing and assessing the quality of work to ensure accuracy and adherence to standards.
• Highly independent problem solver with a strong sense of accountability.
• Proven track record of meeting service level agreements (SLAs) while maintaining high-quality standards for every case.
• Strong organizational skills and attention to detail, with the ability to review multiple case outcomes and provide informed clinical guidance.
• Comfortable working hours that provide coverage across our operating hours.
• Enthusiastic about working in a fast-growing, fully digital lab and contributing to a high-performance culture.
• Additional European languages—Italian, Spanish, Dutch, or French—are a plus.

Benefits

• Comprehensive and inclusive benefits tailored to each country where we operate.
• Local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off.

Company Description

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. 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.