Clinical Support Expert
About the role
Clinical Support Expert
What You'll Do
Expert Case Resolution & Support
Resolve complex clinical inquiries
Manage booked calls
Serve as the primary escalation point
Serve as the clinical voice for our German doctor base
Act as the liaison between doctors and the lab
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 localisation 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
SLAs for Escalation Handling
Effectiveness of Training and Coaching
Schedule Adherence and Attendance
What We're Looking For
Fluent in German and English
Based in Germany
and legally authorised 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.
• Strong current knowledge of 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 organisation.
• 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 organisational 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.
Req ID
Not included in the source posting: about the role, benefits.
Skills
Who can apply
The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.
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