Position

Customer Support Associate

Location

Cambridge, MA

About LightForce

LightForce Orthodontics is a digital platform providing orthodontists with fully customized, 3D printed tooth-moving tools.

Founded in 2015 by Dr. Alfred Griffin, DMD, PhD, MMSc along with Dr. Lou Shuman, DMD, LightForce is revolutionizing the specialty through advanced manufacturing and technology. After four years of extensive research and development, LightForce launched their first product to the Orthodontic market- the world’s first, and only, fully customized 3D printed bracket system and digital treatment software. Learn more at www.lightforceortho.com.

Description

I know what you’re thinking. Perhaps the Orthodontics industry isn’t what you were looking for. If I am being honest, that’s what I initially thought. But the more I learned, the more I started to see the exciting and massive opportunity. Imagine an industry that hasn’t changed in 50 years. This space is old, slow, and ripe for a team of creative and passionate people to do something BIG. We have a very real and rare opportunity to truly build a company from the ground up and disrupt a $2B industry. There aren’t many startups in Boston that can honestly say that.

We are looking for a dedicated, customer focused individual to help our customers who are relying on LightForce to provide the best orthodontic care to their patients.

As a customer support associate, you will be responsible for interacting with our customers, identifying their needs and providing timely and creative solutions through deep understanding of our software and our medical device.

Essential Duties and Responsibilities

  • Develop deep knowledge of the LightForce software and orthodontic system
  • Partner with our customers to resolve issues through phone, email and chat.
  • Answer how-to questions and help customers navigate a variety of tools within LightForce
  • Diagnose issues and engage with our product and engineering teams
  • Communicate thoughtful, customized solutions that help customers move forward
  • Collaborate with internal teams and account owners
  • Show composure, resilience, and flexibility as customer needs evolve and case volume changes

Qualifications

  • Excellent communication skills
  • Fulfilling and creative problem solving
  • Technically capable, able to use a variety of computer systems for collecting relevant data
  • Self-motivated and eager to learn
  • Thrive in a dynamic and collaborative environment and are comfortable with ambiguity
  • Adapt quickly to changing priorities and customer needs
  • Have a clear, professional, and informative communication style
  • Looking to grow a team that is still in its formative stages

Salary Expectations

  • $40,000 - $45,000 annually

Perks

  • Flexible vacation
  • Generous premium coverage for medical, dental, and vision plans
  • Retirement benefits / accounts
  • Pre-tax commuter benefits program
  • Paid parental leave
  • Workplace perks such as food/coffee and flexible work schedules

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LightForce Orthodontics is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state, or local law.