Customer Service Specialist

Job Description

Job Overview
We are seeking an exceptional, experienced, and process-driven professional to join our dynamic team. The ideal candidate is passionate about the patient journey, with a focus on developing a deep understanding of patient and practice needs in the field of dentistry, especially orthodontics. With excellent communication and persuasive skills, you will inspire action and drive success across key teams and customer accounts.

Responsibilities

• Provide support for customer accounts by collaborating closely with internal teams across sales, marketing, customer success, and end customers. Coverage will span all U.S. time zones, from the East Coast to the West Coast, between 9 AM to 6 PM ET.
• Contribute to the execution of the practice success strategy, ensuring customer satisfaction and growth.
• Assist in tracking and reporting key performance indicators (KPIs) to measure customer success and outcomes.
• Help implement streamlined processes for account setup, onboarding, training, and ongoing reviews to minimize churn while enhancing customer growth and revenue.
• Facilitate performance reviews with customers and internal teams via phone or Zoom to assess satisfaction and utilization levels.
• Support upselling efforts to introduce new services and solutions to existing customers.

Requirements

• 2+ years of experience in customer service and/or sales account management, ideally within product or service-based solutions.

• Prior education and/or professional experience in the dental or medical field is an advantage.
• Exceptional communication and interpersonal skills in English; Spanish proficiency is a plus.
• A Bachelor’s or Associate degree, or equivalent professional experience.
• Strong background in a metrics-driven customer experience team.
• Proficiency with CRM tools (HubSpot) and support ticketing systems.
• Aptitude for social media marketing (FB, IG, TikTok) to enhance customer engagement.
• Passionate about learning innovative technologies, such as neuromodulation for oral health.
• A proactive work ethic with a drive for results in a fast-paced, high-growth startup environment.
• Availability to service customers across U.S. time zones, from 9 AM to 6 PM ET.