Clinical Support Expert, Spanish/English

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

📋 Description

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

• Oversee scheduled calls to provide advice and resolve complex practice-level case challenges.

• Deliver support and clinical guidance via phone, live chat, video, and email to doctors in both Spanish and English concerning complex cases and treatment planning.

• Act as the clinical representative for the Mexican doctor base and assist U.S. customers during peak volume periods.

• Facilitate communication between doctors and the lab, translating clinical insights and preferences into actionable steps for live orders.

• Conduct Quality Assurance reviews of agent outputs to ensure clinical precision and adherence to standard operating procedures.

• Guide and support new hires through specialized clinical training and continuous frontline assistance.

• Lead and advise on cross-functional initiatives aimed at enhancing clinical processes and outcomes.

• Develop, review, and refresh Knowledge Base articles, including localization into Spanish.

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

• Meet escalation handling SLAs, uphold schedule compliance and attendance, and ensure clinical accuracy.

⛳️ Requirements

• Bilingual in Mexican Spanish and English, both written and verbal.

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

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

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

• Strong up-to-date knowledge of dental systems and their digital components (e.g., scan bodies).

• Familiarity with the Mexican dental market, including state and federal regulatory frameworks, clinical terminology, and product naming conventions.

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

• Proficient in computer applications, with outstanding written and verbal communication capabilities.

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

• Experience in reviewing and evaluating work quality for accuracy and compliance with standards.

• Proven history of meeting service level agreements (SLAs).

• Excellent organizational skills and a keen attention to detail.

• Comfortable working hours that accommodate both Mexican and U.S. time zones.

• Available shift time(s): 8 am - 5 pm local time (CT or PT).

🏝️ Benefits

• Healthcare

• Dental

• Mental health support

• Parental planning resources

• Retirement savings options

• Generous paid time off