Customer Care Representative

The Customer Care team is looking for a proactive, customer-focused professional to join our growing team. This role offers a unique opportunity to specialize in supporting the Dental Practice channel by collaborating with the Sales team on operational and support-related workstreams within the professional channel. Positioned at the intersection of our professional partners, customers, and products, this role plays a critical part in shaping processes as the company and team continue to expand. Reporting to our Customer Care Manager, you will have a meaningful impact on driving operational excellence and enhancing partner and customer experiences.

Roles & Responsibilities:

• Respond promptly to customer inquiries via email and phone within set SLAs, focusing on Professional and Dental channels for specialized support.
• Address customer complaints and order issues, troubleshooting to ensure satisfaction and resolve root causes.
• Provide cross-channel support by being trained to assist both consumer and professional customers as needed.

• Partner with team members across departments to address product inquiries and leverage specialized expertise.
• Collaborate with Operations to ensure orders align with production timelines.

• Assist dental partners with product and software inquiries, providing clear resolutions.
• Troubleshoot checkout issues for both dental practices and consumer sales.
• Collaborate with Sales to establish processes for monitoring and reordering key supplies.
• Qualify potential partner leads and forward viable opportunities to the Sales team.
• Follow up on missing consumer scans, monitor internal scan statuses, and resolve related issues.

• Develop and maintain comprehensive training materials for customer care systems and processes.

• Work closely with the team and other departments to consistently meet SLAs, streamlining processes for maximum efficiency.

• 2+ years of experience in customer care or support roles.
• Inside Sales experience (preferred).
• Proficiency in troubleshooting and intermediate experience with CRM platforms, ERP systems, and end-to-end processes.
• Strong written and verbal communication skills, with excellent organizational and analytical abilities.
• Detail-oriented, data-driven, and process-focused.
• Flexibility to adapt to schedules across US time zones.
• Experience in fast-paced, start-up environments.
• Self-motivated with a proactive, growth-oriented mindset.

Proclaim is on a mission to eliminate oral disease by making it incredibly easy and enjoyable to achieve oral health. Oral diseases are the most common diseases in the world and affect not only your mouth but also your entire body -- yet few people care for their teeth and gums effectively and consistently. To address this challenge, we’re developing the world’s first fully automated oral health system, with a completely new, clinically validated device that cleans your teeth and gums in just 7 seconds. Proclaim is building a true platform for oral health, with products and services that allow simple, fast, and ultra-effective care. Proclaim was founded with the intent to make a meaningful difference in the lives of billions of people. If this sounds like something you’d be interested in, please contact us!

Proclaim is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. You do not have to match all the listed requirements exactly to apply. We believe that our organization and culture are made stronger through diverse perspectives and experiences.