Job Overview
Location
USA - Remote
Job Type
Full-time
Category
Customer Success
Date Posted
April 22, 2026
Full Job Description
đź“‹ Description
- • As the Customer Experience Knowledge Management Associate, you will be the custodian of 'The Truth' at Dandy, ensuring clinical support agents and customers have instant access to accurate, engaging, and easy-to-digest information by collecting, synthesizing, and creating knowledge base articles that reflect the latest SOPs, product features, updates, and usability.
- • You will own end-to-end documentation for internal and external knowledge base content, partner with subject matter experts to translate complex clinical knowledge into actionable articles, and incorporate AI tools to improve searchability and enable high-quality agentic AI.
- • You will build feedback loops to measure content accuracy and utility, consolidate disparate information silos into a unified source, monitor Slack for fleeting knowledge, champion compliance with regulatory and ISO requirements, design systematic audits for rapid product changes, and partner with enablement leads to ensure timely KB updates during process changes.
- • Dandy is transforming the $400B dental industry by building the operating system for dental offices worldwide, empowering clinicians with technology, innovation, and world-class support. As a venture-backed company scaling globally, you will join a growing Customer Experience Enablement team where you can develop expertise in knowledge management, clinical documentation, AI-enhanced content systems, and cross-functional collaboration in a high-impact, mission-driven environment.
🎯 Requirements
- • 3+ years of experience managing internal or external help centers (Zendesk Guide experience is a major plus)
- • Exceptional ability to take rough drafts from engineers, product designers, or operations partners and polish them into clear, concise, and professional articles
- • 1-3 years of experience working with clinical products and processes, or in biotechnology, biomedical products, or closely with medical professionals
- • Proficiency in basic video editing (e.g., Loom, Capcut, Descript), HTML website design, and image annotation tools to create visual-first documentation
- • Passion for adult learning and training, with confidence creating instructional and training materials based on knowledge base content
- • Systems thinking mindset with an obsession for 'findability'—understanding how tagging, SEO, and information hierarchy affect user ability to find answers
🏖️ Benefits
- • Comprehensive healthcare, dental, and mental health support
- • Parental planning resources and retirement savings options
- • Generous paid time off
- • Commitment to diversity, inclusion, and accessibility, including full ADA compliance and accommodations for interviews or workplace needs
Skills & Technologies
About Dandy Technology, Inc.
Dandy Technology, Inc. operates a digital platform that connects dental practices with dental laboratories, streamlining the design, ordering, and delivery of restorative dental products such as crowns, bridges, and clear aligners. The company combines intra-oral scanning, AI-assisted design, and centralized manufacturing to shorten turnaround times and reduce remakes. Dentists ship impressions or digital scans to Dandy’s U.S. lab, track cases online, and receive finished appliances within days. Founded in 2019 and headquartered in New York City, Dandy aims to modernize dental lab workflows and improve patient outcomes through integrated software, logistics, and support services.
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