Linea is a proudly Australian-owned clear aligner brand on a mission to make confident smiles more accessible.
We are one of Australia's fastest-growing dentist-directed aligner brands, recording significant year on year growth by blending trusted clinical care with accessible, transparent pricing.
Backed by a network of dentists across every capital city, we're redefining how Australians experience teeth straightening.
As Linea continues to expand and grow, an opportunity exists to join the team.
Role:
Customer Care Representative
Report:
Patient Manager
Location:
Perth
Work Schedule:
Wednesday - Sunday
Key Responsibilities
1. Patient Experience & Relationship Management
Serve as a key point of contact for patients throughout their treatment journey
Build trusted, empathetic relationships with patients
Ensure every patient interaction reflects Linea's premium, dentist-led brand values
2. Escalations & Complaint Resolution
Manage and resolve patient escalations in a timely and professional manner
De-escalate sensitive situations while protecting the Linea brand
Liaise with dentists and the treatment planning team for clinical input where required
Document all escalation cases thoroughly and identify patterns for improvement
Turn negative experiences into trust-building opportunities
3. Treatment Progress Monitoring
Review potential tracking issues, non-compliance or clinical concerns
Coordinate with clinicians for timely review and feedback
Ensure deviations are communicated clearly to patients and take the necessary steps to resolve any issues
4. Quality Control (QC)
Identify and report QC issues relating to aligner fit, attachments, manufacturing or logistics




Liaise with internal teams to ensure replacement aligners or refinements are processed efficiently
Review midway & refinement treatment plans to ensure case accuracy
Ensure all clinical documentation is complete and compliant
5. Operational Support
Assist the Patient Manager with workflow tracking and reporting
Help improve patient journey systems and internal processes
Maintain confidentiality and compliance with health privacy regulations
Requirements
Essential
Minimum 1+ years' experience in dental, medical or health services environment
Strong written and spoken English
Exceptional interpersonal and communication skills
High emotional intelligence and conflict resolution skills
Strong organisational and time-management abilities
Excellent attention to detail
Comfortable handling sensitive patient concerns
Ability to work independently in a hybrid environment
Proficient with CRM systems and digital communication tools
Highly Desirable
Experience in orthodontics or clear aligner treatment
Experience handling escalations or customer complaints
Understanding of dental terminology
Experience in high-growth start-up or healthcare brands
Ideal Personality Profile
Kind, caring and empathetic
Calm under pressure
Solution-oriented
Detail-focused
Professional and articulate
Genuinely passionate about helping people feel confident
What Success Looks Like in This Role
· Patients feel heard, supported, and informed
· Escalations are resolved quickly and professionally
· Minimal preventable refinements due to robust coordination
· High patient satisfaction and positive reviews
· Seamless communication between patient and dentist

📌 Customer Care Representative (Perth)
🏢 Linea
📍 Perth