Clinical Support Expert (Spanish/English)

📋 Description

• Resolve complex clinical inquiries, handling time-sensitive escalations from frontline agents
• 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
• Serve as the clinical voice for our Mexican doctor base, supporting Spanish-speaking practices
• Act as the liaison between doctors and the lab, translating clinical feedback and preferences into
• Perform Quality Assurance (QA) reviews of agent work to ensure clinical accuracy and adherence to

🎯 Requirements

• Fluent in Mexican Spanish and English, written and verbal
• Based in Mexico and legally authorized to work in Mexico
• Minimum 5+ years of experience in a high-volume lab setting
• Minimum 3+ years of experience in 3Shape CAD/CAM digital design in Removables or Fixed Product Lines
• Strong current knowledge of dental systems and their digital components (i.e., scan bodies)
• Familiarity with the Mexican dental market — state and federal regulatory context, Mexican clinical

🎁 Benefits

• Healthcare
• Dental
• Mental health support
• Parental planning resources
• Retirement savings options
• Generous paid time off