Deep End Talent Strategies

Customer Support

• Serve as first-line support for dental practices via text, phone and email
• Handle order inquiries, billing questions, and general account support
• Track and resolve support tickets using our helpdesk solution
• Manage lab fulfillment questions and coordinate with lab partners
• Troubleshoot basic software and connectivity issues; escalate complex technical problems to 3Shape support
• Coordinate equipment replacements and warranty claims
• Maintain detailed records of common issues and resolutions
• Create and maintain help documentation, FAQs, and troubleshooting guides based on common issues

Clinical Support Specialist

Customer Success Manager

• Own all active customer accounts
• Increase utilization and ensure practices exceed minimum lab commitments
• Identify opportunities to increase wallet share within the Incisive network
• Drive adoption of additional product categories (aligners, dentures, high-esthetics, AOX, etc.)
• Lead expansion conversations directly with practice owners
• Monitor usage trends and identify early risk signals
• Address underutilization and lab dissatisfaction
• Lead retention save efforts
• Build and document the mid-life customer success motion
• Define account segmentation and outreach cadence
• Develop expansion messaging and best practices

Clinical Support Specialist

Customer Success Specialist