Clinical Support Team Lead (Spain)

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.

We're hiring a Clinical Support Team Lead (CSL) in Barcelona to join our Customer Experience (CX) Operations team and help us deliver a best-in-class experience to dental practices across Europe.

In this role, you'll lead a multilingual, multi-site team of front-line lab technicians and CX Experts based in several European locations. Your team handles complex dental and clinical inquiries through live chat, phone, and other channels - so you'll be coaching people who sit at the intersection of the lab bench and the practice.

You'll work alongside a small team of peers to oversee daily operations, ensure high-quality interactions, manage escalations, and improve the efficiency of our support processes. You'll own key performance indicators (KPIs), partner with our Capacity team to make sure we have the right language and time-zone coverage across markets, and partner with cross-functional teams in Europe and the US. The ideal candidate is a data-driven leader who leads well across distance and language, with a keen eye for operational efficiency and a solid background in customer service.

• Supervise and coach a distributed team of front-line lab technicians and CX Experts across multiple European locations, helping practices get the best outcome for their patients with our products, services, and tools.

• Lead across sites and languages: build consistent standards and a shared team culture even when your people aren't in the same building or working in the same language.

• Own overall team performance and KPIs:

  • Manage a team of lab technicians and CX Experts; coach and provide customer service and clinical-communication guidance.

  • Understand, track, and report on KPIs including productivity, accessibility, and quality - by site and by language queue where relevant.

  • Uphold performance standards and deliver feedback in 1:1s, in person in Barcelona and remotely for team members at other sites.

• Plan coverage across European time zones and languages so practices reach the right person, in their language, the first time.

• Perform QA to audit and deliver actionable feedback, identify gaps in process, and build SOPs to close them.

• Collaborate to localize Standard Operating Procedures (SOPs) so guidance holds up consistently across markets and languages.

• Identify operational bottlenecks, propose scalable fixes, and work with cross-functional partners - including our US-based CX Operations - to implement improvements.

• Use non-standard approaches and root cause analysis to resolve issues independently.

• Demonstrate a strong understanding of data and use analysis to positively impact your area of ownership.

• Foster a positive, collaborative team environment across locations that prioritizes customer experience and operational excellence.