Customer Support Associate (Patient Management - German Speaker)

About the role

Digital Smile Design (DSD) is a company that provides education, consulting, digital technologies and lab services to dental clinics worldwide. Its Customer Success team works within the DSD Center, and as a Patient Management Associate you will be the link between dental clients and the production workflow. You will manage a portfolio of German-speaking (DACH) and English-speaking doctors' cases, handling them from initial request to final delivery.

Key responsibilities

• Act as the main contact for assigned DACH and European clinics via the website portal, handling day-to-day inquiries.
• Manage case entries, statuses and activations, keeping prescription forms, case logs and status transitions accurate.
• Retrieve clinical files (STLs, photos, CBCTs) from the website or cloud platforms such as Medit, iTero, Shining 3D and Straumann/Sinus, and verify they are complete and accurate.
• Oversee case planning limits, manage case modifications and repetitions, and coordinate updates with design, quality control and lab teams.
• Follow up on cases on hold, check on patient status and help clinics complete billing steps.
• Triage billing and quotation requests, paying special attention to German billing requirements, and route them to the right finance teams.

Required profile

• Fluent or native German and full professional English.
• Experience in customer success, account support or customer care; dental or medical technology experience is a plus.
• Strong organization, proactive problem solving and ability to handle several priorities at once.

Required skills

• Familiarity with digital workflows and cloud platforms is a plus.
• Aptitude for learning new technical or dental concepts.

What we offer

• Hybrid work based in the Madrid office.
• Progressive tenure benefits that increase year over year.
• Flexible, tax-efficient remuneration options.