Customer Experience

Location CAN - Remote Employment Type Full time Location Type Remote Department Commercial CX Clinical Support Customer Experience Compensation CA$33.00 – CA$37.00 per hour Actual compensation for roles will vary based on factors including the candidate's location, skills, qualifications, and experience. Please note that compensation listed for U.S. based roles applies only to candidates working in the United States. Candidates hired outside the U.S. will receive regionally adjusted compensation. Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. 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. About the Role We're looking for experienced and dedicated Customer Experience Lab Technicians to join Dandy. You'll apply your deep dental lab expertise to partner directly with clinicians on critical tasks like patient scanning, case prep, and design modifications. Your role will be to provide real-time technical support, ensuring quality outcomes and an exceptional experience for every doctor. REQUIRED: 3Shape Design Experience Shift times: Mon-Fri 11:15am - 8pm ET Mon-Fri 9am - 5:45pm ET Mon-Fri 10am - 6:45pm ET What You’ll Do Collaborate on Treatment Plans: Partner with doctors in real-time to review and refine case designs, ensuring optimal aesthetic and functional patient outcomes. You will provide expert guidance on complex cases and build customer confidence in our digital tools. Provide Live Clinical Support: Communicate directly with clinicians via phone, chat, and video to troubleshoot issues, clarify workflows, and offer efficient and empathetic customer service. Facilitate Cross-Functional Communication: Act as a liaison between doctors and Dandy lab teams, translating clinical feedback into production outcomes. What We’re Looking For 5+ Years in a Dental Technician Role 3+ years of experience in 3Shape CAD/CAM design, including complex and high aesthetic Anterior Crown and Bridge cases Bilingual in English and Canadian French Deep understanding of digital dental workflows for your specialized product line, ie. anterior C&B. Technologically adept with the ability to learn and navigate dental design platforms quickly. Proven ability to build rapport with clinicians, offer empathetic support, and manage complex concerns with professionalism and care. Previous experience in a customer-facing lab role is preferred. Excellent verbal and written communication skills with the ability to translate clinical and technical feedback into actionable insights. Comfortable chatting live with doctors — whether it’s over chat, phone, or video calls. You should feel confident jumping into real-time conversations, answering questions, and building trust quickly. Strong independent problem-solving skills and the ability to manage multiple complex conversations simultaneously. Desire to work in a fast-growing and rapidly changing fully-digital lab environment. Ability to meet tight deadlines while maintaining exceptional quality standards across every case. Req ID: J-652 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 for more #J-18808-Ljbffr