Clinical Support Expert

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.

Location: Berlin (can be remote) · Supports German markets

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 organisation.

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.
• 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 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: 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 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 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 …