Customer Experience (CX) Specialist – Clinical & Technical Support

Role Overview

We’re looking for a Customer Experience (CX) Specialist to provide frontline clinical and technical support for a fast-growing dental SaaS platform. In this role, you’ll be the first point of contact for customers—handling live inquiries, troubleshooting system workflows, documenting cases, and escalating clinical or technical risks when required.

This role blends customer support, technical problem-solving, and basic clinical awareness, making it ideal for someone comfortable supporting healthcare professionals in a SaaS environment.

Key Responsibilities

• Serve as frontline CX support for dental professionals via chat, email, and ticketing systems

• Handle live customer inquiries with professionalism and empathy

• Troubleshoot platform issues, workflows, and common technical challenges

• Guide users through dental SaaS workflows and best practices

• Accurately document cases and resolutions in the ticketing system

• Identify and escalate clinical risks or sensitive cases to appropriate teams

• Collaborate with clinical, technical, and product teams to resolve complex issues

• Maintain strong service quality aligned with premium CX expectations

• Follow healthcare data privacy and compliance standards

Qualifications

• 1+ year experience in Customer Experience, Technical Support, or similar role

• Experience supporting SaaS platforms or digital tools

• Strong troubleshooting and problem-solving skills

• Experience handling tickets and using CRM/helpdesk systems

• Native or near-native CX communication skills (verbal and written)

• Comfortable working with structured workflows and technical processes

• Ability to assess urgency and escalate issues appropriately

Nice to Have

• Background in healthcare, dental, or clinical support

• Experience supporting dentists or healthcare professionals

• Familiarity with HIPAA or healthcare data handling standards

• Prior exposure to clinical escalation processes

Key Skills & Competencies

• Customer-first mindset with high attention to detail

• Clear and confident communication

• Technical aptitude and curiosity

• Ability to multitask in a live support environment

• Calm, professional judgment when handling sensitive or clinical cases

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

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