Customer Support & Escalations Manager

Customer Support & Escalations Professional

About the Role

Why This Role Is Different

• Own the customer experience for orthodontic treatments across the entire treatment journey, from treatment not started to active treatment.
• Work closely with specialists, clinic teams, and the aligner manufacturing team to ensure timely treatment delivery.
• Act as the key point of coordination for aligner and braces treatment execution.
• Identify operational bottlenecks and drive them to closure.
• Handle and resolve orthodontic customer escalations with strong ownership and structured follow-up.
• Own specialist rostering across clinics, including doctor movement and roster changes between locations.
• Work in a fast-paced, technology-enabled environment with a direct impact on patient experience and treatment outcomes.

Requirements

• BDS/MDS preferred, but not mandatory.
• 1–4 years of experience in dental operations, treatment coordination, customer support, or a similar healthcare role.
• Excellent communication and stakeholder-management skills.
• Strong problem-solving and escalation-management abilities.
• Comfortable coordinating simultaneously with doctors, clinic teams, manufacturing teams, and customers.
• Strong attention to detail and ability to manage multiple cases and operational priorities.
• Comfortable working with SOPs, digital workflows, dashboards, and performance metrics.

Key Responsibilities

• Own and resolve customer queries related to orthodontic treatments.
• Handle cases where treatment has not yet started as well as cases involving active treatment.
• Ensure customers receive timely updates and clear communication throughout the treatment journey.

• Coordinate between specialists, clinic teams, and the manufacturing team.
• Ensure timely treatment planning, manufacturing, delivery, and execution of aligner and braces treatments.
• Identify delays or bottlenecks and proactively drive resolution.

• Identify, track, and resolve customer and treatment-related escalations.
• Ensure timely closure of escalations with proper follow-up.
• Maintain proactive communication with all relevant stakeholders.

• Work closely with orthodontists and specialists to ensure treatment-related requirements are completed on time.
• Coordinate appointments, treatment requirements, deliveries, and follow-ups.
• Ensure smooth communication between doctors and clinic teams.

• Own the specialist roster across clinics.
• Ensure adequate doctor availability based on treatment requirements and clinic demand.
• Manage doctor movement and roster changes between locations.
• Ensure roster adherence and minimize treatment disruptions caused by availability gaps.

• Collaborate with clinic operations, specialists, manufacturing, customer support, and other internal teams.
• Ensure seamless coordination across teams for timely treatment delivery and resolution of operational issues.

• Ensure orthodontic treatment coordination and escalation handling follows defined SOPs and service standards.
• Identify process gaps and contribute to improving workflows and operational efficiency.

• Track open cases, escalations, treatment delays, roster adherence, and resolution timelines.
• Maintain accurate operational data and dashboards.
• Use performance metrics to identify recurring issues and improve overall treatment operations.

What Success Looks Like

• Faster resolution of customer and treatment-related escalations.
• Minimal treatment delays caused by coordination gaps.
• Smooth coordination between patients, doctors, clinics, and manufacturing teams.
• High adherence to specialist rosters and clinic requirements.
• Improved customer experience throughout the orthodontic treatment journey.
• Strong visibility and control over open cases, escalations, and treatment timelines.