Customer Care Specialist – Prosthetics Lab

About the role

The Customer Care Specialist provides high‑quality support for dental implant, clear aligner and prosthetics customers. You will manage cases from inquiry to resolution, ensuring timely, accurate and empathetic service.

Key responsibilities

• Serve as primary contact for customer inquiries via phone, email and ticketing systems.
• Manage cases end‑to‑end, meeting SLA and quality standards.
• Document interactions, actions and outcomes in the case management system.
• Troubleshoot issues using product knowledge and established procedures.
• Escalate complex cases while maintaining ownership.
• Collaborate with Sales, Operations, Product and Clinical teams to resolve issues.
• Meet individual and team KPIs for productivity, quality and satisfaction.
• Provide coverage during business hours, PTO and peak periods.

Required profile

• 1–3 years of experience in customer support or a related service role.
• Strong verbal and written communication skills.
• Ability to manage multiple cases simultaneously with attention to detail.
• Customer‑focused mindset and problem‑solving ability.
• Independent worker who contributes positively to a team.
• Experience in fast‑paced, evolving environments.

Required skills

• Experience with CRM or ticketing systems such as Salesforce, Zendesk or ServiceNow.