Linea is a proudly Australian-owned explicit 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 strong coordination
· High patient satisfaction and positive reviews
· Seamless communication between patient and dentist
📌 Customer Care Representative (Perth)
🏢 Linea
📍 Perth