Clinical Support Team Lead (Spain)

Dandy
Barcelona
Workplace: HybridFull timeFunction: Administration & Executive AssistanceExperience: 2+ yearsSkills: ["Coaching","Data-driven mindset","Root cause analysis","Customer empathy","Operational efficiency"]

Lead a multilingual, multi-site clinical support team for dental practices across Europe within the Customer Experience Operations org. Supervise and coach lab technicians and CX Experts handling complex inquiries via live chat and phone, own KPIs and escalation management, and drive operational efficiency through QA, SOPs, and root-cause fixes. Partner across European and US CX teams to ensure the right language and time-zone coverage.

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Dandy
Dandy
5 days ago

Clinical Support Team Lead (Spain)

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead a multilingual, multi-site clinical support team for dental practices across Europe within the Customer Experience Operations org. Supervise and coach lab technicians and CX Experts handling complex inquiries via live chat and phone, own KPIs and escalation management, and drive operational efficiency through QA, SOPs, and root-cause fixes. Partner across European and US CX teams to ensure the right language and time-zone coverage.
Location: Barcelona
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Supervise and coach a distributed team of front-line lab technicians and CX Experts across multiple European locations.
  • •Lead across sites and languages by building consistent standards and shared team culture.
  • •Own team performance and KPIs (productivity, accessibility, quality) by site and language queue where relevant.
  • •Uphold performance standards with feedback through 1:1s in person in Barcelona and remotely for other sites.
  • •Perform QA to audit interactions, identify process gaps, build and localize SOPs, and implement scalable improvements in partnership with CX Operations and cross-functional teams.

Pay and Benefits

Schedule:4-Day Week
Perks:Health InsuranceDentalParental LeavePensionPaid Leave

Key Requirements

  • •Fluency in Spanish and English (English is the working language internally).
  • •Based in or willing to relocate to Barcelona and able to work from the office 4 days per week.
  • •2+ years of front-line leadership experience in customer service, ideally in a startup or tech company.
  • •1+ years of direct people management or supervisory experience as a titled manager.
  • •Experience leading a distributed or multi-site team and measurable performance improvement in customer service.
Experience:2+ yearsHealthcareClinicalDentalCustomer serviceStartupTechMulti-site
Skills:CoachingData-driven mindsetRoot cause analysisCustomer empathyOperational efficiency
Languages:SpanishEnglish
Tech Stack:Zendesk

Company Brief

Dandy
Dandy is a fully digital dental lab that provides intraoral scanners, chairside software, real-time clinical support, and AI‑accelerated manufacturing to streamline prosthetic workflows and improve patient outcomes for dental practices and DSOs.
Industry: HealthTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Seed
Headquarters: New York, United States
Founded: 2016
Glassdoor
Glassdoor: 3.4
WebsiteLinkedInGlassdoor