Clinical Support Specialist - West Coast
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AI Summary
Incisive is a fast-growing healthcare technology company transforming how dental practices adopt and scale digital restorative workflows. Through our restorative dentistry platform, we remove financial and operational friction for dentists while aligning incentives across labs, distributors, and manufacturers.
We are early, capital-efficient, and scaling quickly. The next phase of our growth depends on building a durable, scalable B2B software platform that becomes the operating system for our ecosystem.
ABOUT THE ROLE
As a Clinical Support Specialist, you'll be the primary contact for our dental practices—handling their questions, troubleshooting issues, and ensuring they're successful with our platform. You'll be joining our founding team as we build out the support function from scratch.
This role is perfect for someone who knows the dental world, thrives on problem-solving, and wants to be part of building something from the beginning.
KEY RESPONSIBILITIES
- Serve as first-line support for dental practices via text, phone and email
- Handle order inquiries, billing questions, and general account support
- Track and resolve support tickets using our helpdesk solution
- Manage lab fulfillment questions and coordinate with lab partners
- Troubleshoot basic software and connectivity issues; escalate complex technical problems to 3Shape support
- Coordinate equipment replacements and warranty claims
- Maintain detailed records of common issues and resolutions
- Create and maintain help documentation, FAQs, and troubleshooting guides based on common issues
TOOLS YOU’LL USE
- 3Shape, IMetric and Sirios Scanner & Software
- CRM & Ticketing System
- Excel for tracking & reporting
- Outlook for email
- Lab partner portals and systems
WHAT WE’RE LOOKING FOR
- 4+ years in dental industry in a practice or dental lab
- Excellent verbal and written communication skills
- Familiarity with intraoral scanning
- Comfort creating support documentation
- Familiarity with multiple software systems and quick to learn new tools
- Meticulous attention to detail and technical problem-solving
- Extreme customer service mindset
- Ability to work independently in remote environment
BENEFITS
- Remote-First: Work from anywhere with flexibility to manage your schedule
- Unlimited PTO: We trust you to balance work and life without counting days
- Growth Opportunity: As an early team member, you'll have opportunities to shape our company and advance as we scale
- Culture: Small, fast-growing team that works hard and has fun along the way
- Modern Tools: Latest technology and systems to do your job effectively
- Competitive Compensation: $60,000-75,000 base salary plus target bonus and stock options
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