Clinical Support Expert (Spanish/English)

Job 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. Dandy is hiring a **Clinical Support Expert in Mexico** to join our rapidly growing, venture-backed company. As a critical member of the Customer Experience Team, you will ensure our dental professionals across North America receive best-in-class technical expertise and customer service in both Spanish and English. 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** 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 in Spanish and English via phone, live chat, video and email regarding complex cases, and treatment planning. - **Serve as the clinical voice for our Mexican doctor base**, supporting Spanish-speaking practices, while flexing to support U.S. 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 Spanish-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. **What We're Looking For** - **Fluent in Mexican Spanish and English**, written and verbal, with the ability to deliver clinical guidance and build rapport with doctors in either language. - **Based in Mexico** and legally authorized to work in Mexico. - 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 Removables or Fixed Product Lines. - Strong current knowledge of dental systems and their digital components (i.e., scan bodies). - Familiarity with the **Mexican dental market** — state and federal regulatory context, Mexican 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 Mexican and U.S. time zones. - Enthusiastic about working in a fast-growing, fully digital lab and contributing to a high-performance culture. - **Available shift time(s): 8 am - 5 pm local time (CT or PT)** **Req ID:** J-1244 For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work. Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. 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, citizenship or immigration status, or any other legally protected characteristics. Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit [Dandy Careers](https://www.meetdandy.com/careers/) for more! Data Privacy Notice: By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes in accordance with our [Privacy Policy](https://www.meetdandy.com/privacy-policy/) and GDPR regulations. You have the right to access, rectify, or request the deletion of your data at any time by contacting [Privacy Requests](https://www.meetdandy.com/privacy-requests/).