Customer Experience Enablement Lead

Eligibility / Qualification Required:

Create, Execute, and Scale Agent Training

• Develop modular new hire onboarding and upskill/reskill training programsthat focus on practical, role-specific application of technical knowledge and customer interaction best practices. Ensure the programs are scalable and adaptable to every new geography Dandy enters.

• Facilitate engaging live and async learning experiences thatensure agents can confidently support customers

• Standardize onboarding materials, curriculum, and flow to ensure agents start with a consistent, engaging experience that minimizes learning fatigue and maximizes agent quality

• Collaborate with the Customer Experience Knowledge Management Associate to enhance our Knowledge Base resources, identifying outdated information and updating relevant articles appropriately

• Train the Trainer - create effective, scalable programs that ensure our frontline leaders can support, manage, and develop their agents

Build Clear Lines of Communication

• Partner cross-functionally to collect relevant information on product releases and updates, creating strong feedback loops to help cross-functional partners learn from our agents

• Serve as a “technical translator”, distilling complex product roadmaps and technical jargon from EPD/GTM into concise, "agent-friendly" guides and micro-learning moments

• Serve as an information conduit, fast-tracking high importance information, simplifying complex updates, and decreasing overall noise in a rapidly changing environment

Process Improvement

• Identify process improvements to improve the agent and customer experience and work cross-functionally to drive implementation

• Own continuous improvement of the new agent onboarding process, continually updating to incorporate agent feedback and reflect the most timely and relevant information

What We’re Looking For:

• Enablement skillset:

• 5-7 years of experience in enablement, L&D, or internal training (preferably in high-growth or tech-enabled environments)

• Knowledge of adult learning theory and instructional design principles (Kirkpatrick model, Experiential Learning, etc)

• Demonstrated ability to manage a learning program from start to finish, including logistics, content creation, and stakeholder management, and managing multiple projects simultaneously

• Clinical training experience:

• 5+ years experience in a dental or clinical setting developing and executing training on clinical workflows or digital health technology (e.g. intraoral scanners)

• Deep understanding of digital dental workflows across crowns, bridges, implants, and removables

• Operational diplomacy and flexibility:

• A strong negotiator who can build trust with Workforce Management (WFM) and stakeholders to ensure agents have the dedicated time they need for training.

• An agile, systems-oriented thinker who can adapt quickly to changes in business strategy and connect different functions and processes to create a cohesive enablement environment

• Comfortable in a fast-paced, cross-functional environment

• Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention

• Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels

• Data-driven: Skilled at using data to evaluate identify gaps and evaluate effectiveness of training curriculum

Bonus Points for:

• Experience in a Customer Experience organization and with customer service and LMS platforms (ie, Zendesk, Absorb, etc)

• Proven ability to scale learning programs globally across languages, timezones, and cultures

• Previous experience in Quality management or QA process development

Req ID: J-1089
For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.
Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.
Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!
Data Privacy Notice: By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes in accordance with our Privacy Policy and GDPR regulations. You have the right to access, rectify, or request the deletion of your data at any time by contacting Privacy Requests.

How to Apply:

Apply through the official Startup Jobs application flow.
Apply Now
View Job Details