Clinical Support Team Lead (Spain)

The role

You will lead a multilingual, multi-site team of front-line lab technicians and CX Experts. You will oversee daily operations, manage KPIs, and improve support process efficiency across European markets.

What you will do

• Supervise and coach a distributed team of front-line lab technicians and CX Experts.
• Build consistent standards and a shared team culture across multiple sites and languages.
• Manage team performance and KPIs including productivity, accessibility, and quality.
• Deliver feedback in 1:1s in person in Barcelona and remotely for other sites.
• Plan coverage across European time zones and languages.
• Perform QA to audit and deliver actionable feedback and build SOPs.
• Collaborate to localize Standard Operating Procedures.
• Identify operational bottlenecks and work with cross-functional partners to implement improvements.
• Use root cause analysis to resolve issues independently.
• Foster a positive, collaborative team environment.

Required qualifications

• Professional fluency in Spanish and English.
• Based in or willing to relocate to Barcelona.
• Able to work from office 4 days per week.
• 2+ years of front-line leadership experience in customer service.
• 1+ years of direct people management or supervisory experience as a titled manager.
• Experience leading a distributed or multi-site team or evidence you would thrive doing it.
• Proven ability to manage and develop a team.
• Customer service experience.
• Basic understanding of tech platforms and ability to learn new ones quickly.
• Comfort operating in ambiguous, high-velocity environments.
• Willingness to fix problems hands-on.
• Intellectual curiosity and a data-driven mindset.

Nice to have

• Prior experience with Zendesk
• Additional European languages: Italian, German, Dutch, or French
• Previous experience in a healthcare or clinical setting
• Experience as a dental lab technician, or familiarity with the dental industry or prior experience in dentistry
• Experience supporting or leading teams across multiple European markets
• Comfort working with colleagues across time zones

Benefits

• Healthcare
• Dental
• Mental health support
• Parental planning resources
• Retirement savings options
• Generous paid time off

About the company

Dandy is transforming the dental industry through technology. They are building an operating system for dental offices to empower clinicians and their teams.