• Answer incoming customer calls, tickets and chats regarding product problems, service questions and general client concerns • Consistently remain up-to-date on product knowledge and work collaboratively with management and other teams to stay informed of any changes in company policies • Know when to escalate more in-depth issues to the Tier 2 team • Provide excellent B2B customer service and top notch support • Maintain a high level of professionalism with customers and work to establish a positive rapport with each of them

• Serve as the frontline technical resource for dental offices and professionals via phone, email, chat, and remote desktop tools • Troubleshoot technical issues related to dental systems, equipment, software, and digital workflows • Document all customer interactions, issues, and resolutions in the support ticketing system with accuracy and clarity • Deliver virtual — and occasional in-person — training sessions to dental teams on product use, digital workflows, and best practices • Create seamless onboarding experiences that build confidence and drive product adoption • Ensure training documentation, videos, and materials remain up to date • Install, configure, and test dental hardware and software • Stay current with new technologies, software updates, and digital dentistry trends • Test and evaluate new products for potential inclusion in the Trusted Dental portfolio and provide meaningful feedback to product teams • Build strong, long-term relationships with dental customers • Proactively follow up after training, installation, or support cases to ensure successful adoption and satisfaction • Act as the eyes and ears of the customer—sharing insights or patterns that help strengthen service, operations, and product development

• Provide fast and efficient support to end-users, suppliers, hotels, and partners. • Improve customer experience and retention through behavioral and activity analysis. • Contribute to product development by analyzing customer feedback and offering creative insights.

• You’ll own end-to-end ERP implementations and long-term customer relationships • You’ll deliver best-in-class onboarding, go-live execution, and ongoing CX excellence • You’ll collaborate with founders, product, and engineering to shape the roadmap based on real customer feedback • You’ll establish and evolve implementation methodologies, processes, and operational standards • You’ll challenge the status quo of what world-class ERP customer success looks like • You’ll drive outcomes that meaningfully accelerate customer adoption and satisfaction