Customer Experience - Dental Lab Technician (Remote)

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

• 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.

The estimated hourly pay for this position is $32 - $36/hr, plus equity. This role also comes with paid time off, sick pay, holidays and a full benefits package. Your final compensation will be based on factors like your skills, qualifications, and experience.