Clinical Support Expert, Bilingual French/English

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address intricate clinical inquiries and urgent escalations from frontline agents, Account Management, and cross-functional teams.

• Manage scheduled calls to provide advice on and resolve intricate practice-level case concerns.

• Act as the primary escalation contact for incoming clinical support tickets.

• Deliver customer service and clinical assistance to doctors in both French and English through phone, live chat, video, and email communications.

• Assist Canadian French-speaking practices and U.S. clients during peak volume periods.

• Serve as a liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders.

• Conduct Quality Assurance reviews of agent performance to ensure clinical accuracy and compliance with standard operating procedures.

• Mentor new hires by providing specialized clinical training and continuous support for frontline staff.

• Provide guidance on and lead cross-functional initiatives aimed at enhancing clinical processes and outcomes.

• Develop, review, and update Knowledge Base articles, including French-language localization and communications directed at doctors.

• Suggest and manage enhancements to clinical knowledge and quality standards based on trends and feedback from doctors.

⛳️ Requirements

• Proficient in both Canadian French and English, with strong written and verbal skills.

• Residing in Canada and legally permitted to work in the country.

• At least 5+ years of experience in a high-volume laboratory environment.

• A minimum of 3+ years of experience with 3Shape CAD/CAM digital design in either Removables or Fixed Product Lines.

• Strong up-to-date knowledge of dental systems and digital components, including scan bodies.

• Familiarity with the Canadian dental market, provincial regulatory framework, clinical terminology, and product naming conventions is highly advantageous.

• Previous experience in a customer-facing position within a laboratory or dental organization.

• Competent in using computer applications.

• Experience in training and coaching, serving as a subject matter expert, and mentoring peers.

• Background in reviewing and evaluating work quality.

• Demonstrated ability to meet service level agreements (SLAs).

• Exceptional organizational skills and meticulous attention to detail.

• Willingness to work hours that accommodate both Canadian and U.S. time zones.

• Available shift: 8 am-5 pm ET.

🏝️ Benefits

• Equity.

• Healthcare.

• Dental.

• Mental health support.

• Parental planning resources.

• Retirement savings options.

• Generous paid time off.

• Inclusive benefits tailored to Canada.