Customer Experience Lab Technician

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.

About the Role

We're looking for an experienced and dedicated Customer Experience Lab Technician to join Dandy and support our Italian market. Based out of our Milan office, you'll apply your deep dental lab expertise to partner directly with clinicians on critical tasks like patient scanning, case prep, and design modifications. Your role will be to provide real-time technical support in Italian, ensuring quality outcomes and an exceptional experience for every doctor.

What You'll Do

• Collaborate on Treatment Plans: Partner with doctors in real-time to review and refine case designs, ensuring optimal aesthetic and functional patient outcomes. You will provide expert guidance on complex cases and build customer confidence in our digital tools.

• Provide Live Clinical Support: Communicate directly with Italian-speaking clinicians via phone, chat, and video to troubleshoot issues, clarify workflows, and offer efficient and empathetic customer service.

• Support the Italian Market: Serve as a trusted local expert for doctors in Italy, adapting guidance to local clinical practices and workflows.

• Facilitate Cross-Functional Communication: Act as a liaison between doctors and Dandy lab teams, translating clinical feedback into production outcomes.

What We're Looking For

• Full professional fluency in Italian and English, both written and spoken.

• Based in or able to relocate to Milan, with the ability to work out of our Milan office.

• 3+ years in a dental technician role.

• 2+ years of experience in 3Shape CAD/CAM design, including Implant and Crown & Bridge cases.

• Deep understanding of digital dental workflows, including implant systems, scan bodies, and best design practices.

• Technologically adept with the ability to learn and navigate dental design platforms quickly.

• Proven ability to build rapport with clinicians, offer empathetic support, and manage complex concerns with professionalism and care.

• Excellent verbal and written communication skills with the ability to translate clinical and technical feedback into actionable insights.

• Comfortable chatting live with doctors — whether it's over chat, phone, or video calls. You should feel confident jumping into real-time conversations, answering questions, and building trust quickly.

• Strong independent problem-solving skills and the ability to manage multiple complex conversations simultaneously.

• Desire to work in a fast-growing and rapidly changing fully-digital lab environment.

• Ability to meet tight deadlines while maintaining exceptional quality standards across every case.

• Previous experience in a customer-facing lab role is preferred.

• Additional European language skills are a plus (French, Dutch, or Spanish).