Customer Experience Specialist – Dental Technic...
Role Overview
We’re looking for a Customer Experience (CX) Specialist to provide frontline clinical and technical support for a fast-growing dental SaaS platform. In this role, you’ll be the first point of contact for customers—handling live inquiries, troubleshooting system workflows, documenting cases, and escalating clinical or technical risks when required.
This role blends customer support, technical problem-solving, and basic clinical awareness, making it ideal for someone comfortable supporting healthcare professionals in a SaaS environment.
Key Responsibilities
Serve as frontline CX support for dental professionals via chat, email, and ticketing systems
Handle live customer inquiries with professionalism and empathy
Troubleshoot platform issues, workflows, and common technical challenges
Guide users through dental SaaS workflows and best practices
Accurately document cases and resolutions in the ticketing system
Identify and escalate clinical risks or sensitive cases to appropriate teams
Collaborate with clinical, technical, and product teams to resolve complex issues
Maintain strong service quality aligned with premium CX expectations
Follow healthcare data privacy and compliance standards
Qualifications
1+ year experience in Customer Experience, Technical Support, or similar role
Experience supporting SaaS platforms or digital tools
Strong troubleshooting and problem-solving skills
Experience handling tickets and using CRM/helpdesk systems
Native or near-native CX communication skills (verbal and written)
Comfortable working with structured workflows and technical processes
Ability to assess urgency and escalate issues appropriately
Nice to Have
Background in healthcare, dental, or clinical support
Experience supporting dentists or healthcare professionals
Familiarity with HIPAA or healthcare data handling standards
Prior exposure to clinical escalation processes
Key Skills & Competencies
Customer-first mindset with high attention to detail
Clear and confident communication
Technical aptitude and curiosity
Ability to multitask in a live support environment
Calm, professional judgment when handling sensitive or clinical cases
Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.
- Care for others: Empathy is a key driver. When people thrive, so does the mission.
- Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
- Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
- Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
- Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.
Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].
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