Bilingual Canada Post customer representative handling delivery, mail, rates, and service inquiries for NQX. Supporting Canadian customers through phone calls and concurrent live chats from home.
About the role
- Clinical Support Expert resolving complex dental cases for Dandy’s digital lab. Supporting Canadian doctors bilingually through escalations, QA, training, and doctor-lab coordination.
Responsibilities
- Resolve complex clinical inquiries and time-sensitive escalations from frontline agents, Account Management, and cross-functional teams
- Manage booked calls to advise on and resolve complex practice-level case issues
- Serve as the primary escalation point for inbound clinical support tickets
- Provide customer service and clinical guidance to doctors in French and English via phone, live chat, video, and email
- Support Canadian French-speaking practices and U.S. customers during overlapping volume periods
- Liaise between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders
- Perform Quality Assurance reviews of agent work for clinical accuracy and adherence to standard operating procedures
- Coach new hires and provide specialized clinical training and ongoing frontline guidance
- Advise on and lead cross-functional projects improving clinical processes and outcomes
- Create, review, and update Knowledge Base articles, including French-language localization and doctor-facing communications
- Propose and oversee improvements to clinical knowledge and quality standards based on trends and doctor feedback
Requirements
- Fluent in Canadian French and English, written and verbal
- Based in Canada and legally authorized to work in Canada
- 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 digital components, including scan bodies
- Familiarity with the Canadian dental market, provincial regulatory context, Canadian clinical terminology, and product naming conventions is a strong plus
- Prior experience in a customer-facing role within a lab or dental organization
- Proficient in computer applications
- Experience in training and coaching, acting as a subject matter expert, and mentoring colleagues
- Experience reviewing and assessing quality of work
- Proven track record of meeting service level agreements (SLAs)
- Strong organizational skills and attention to detail
- Comfortable working hours covering 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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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Bilingual Canada Post customer representative handling delivery, mail, rates, and service inquiries for NQX. Supporting Canadian customers through phone calls and live chat from home.
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