Clinical Support Specialist - West Coast

Job description

Our client, Incisive, is growing again! About Incisive Incisive is building a better model for restorative dentistry. Independent practices are under pressure: lab consolidation is accelerating, digital dentistry has arrived but most practices are only halfway there, and building a complete workflow alone is expensive, slow, and isolating. We solve that through one partnership: curated labs matched to specific case types, no-cost digital equipment, a portal to track every case and manage every invoice in one place, and a clinical support team to help. More than 650 doctors nationwide trust us, we retain over 95% of them year over year, and we're growing fast. If you have high standards and want to do work that compounds, you'll fit right in. ABOUT THE ROLE As a Clinical Support Specialist, you'll be the primary contact for our dental practices—handling their questions, troubleshooting issues, and ensuring they're successful with our platform. You'll be joining our founding team as we build out the support function from scratch. This role is perfect for someone who knows the dental world, thrives on problem-solving, and wants to be part of building something from the beginning. KEY RESPONSIBILITIES Serve as first-line support for dental practices via text, phone and email Handle order inquiries, billing questions, and general account support Track and resolve support tickets using our helpdesk solution Manage lab fulfillment questions and coordinate with lab partners Troubleshoot basic software and connectivity issues; escalate complex technical problems to 3Shape support Coordinate equipment replacements and warranty claims Maintain detailed records of common issues and resolutions Create and maintain help documentation, FAQs, and troubleshooting guides based on common issues TOOLS YOU’LL USE 3Shape, IMetric and Sirios Scanner & Software CRM & Ticketing System Excel for tracking & reporting Outlook for email Lab partner portals and systems WHAT WE’RE LOOKING FOR 4+ years in dental industry in a practice or dental lab Excellent verbal and written communication skills Familiarity with intraoral scanning Comfort creating support documentation Familiarity with multiple software systems and quick to learn new tools Meticulous attention to detail and technical problem-solving Extreme customer service mindset Ability to work independently in remote environment BENEFITS Remote-First: Work from anywhere with flexibility to manage your schedule Unlimited PTO: We trust you to balance work and life without counting days Growth Opportunity: As an early team member, you'll have opportunities to shape our company and advance as we scale Culture : Small, fast-growing team that works hard and has fun along the way Modern Tools : Latest technology and systems to do your job effectively Competitive Compensation: $60,000-75,000 base salary plus target bonus, stock options, and full benefits package