Clinical Support Expert, Fixed Restorations

Dandy is hiring a Clinical Support Expert (Fixed) in the United Kingdom 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.

While this is primarily a remote role, there may be occasional visits to our London location when needed.

Schedule:
Mon-Fri; 8am-4:45pm GMT

What You'll Do

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

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.

• 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 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.

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.

• 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.

What We're Looking For

• 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 3Shape CAD/CAM digital design in fixed restorations.

• Strong current knowledge of fixed restorations 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 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.

• Enthusiastic about working in a fast-growing, fully digital lab and contributing to a high-performance culture.