Patient Care Team Lead – Dutch Market

About the role

We are looking for a dynamic, results‑oriented Patient Care Team Lead for the Dutch market. Based 100% on‑site at our Barcelona headquarters, you will lead a team of Patient Care Specialists, ensuring high‑quality interactions across calls, chats and emails.

Key responsibilities

• Lead, coach and develop a team of Patient Care Specialists.
• Monitor performance through KPIs, feedback sessions and NPS metrics.
• Optimize workflows, forecast volume and manage peak periods.
• Handle escalations and provide solutions for complex patient cases.
• Collaborate with Sales, Operations, Clinical and Logistics teams.
• Support hiring, onboarding, training and creation of up‑to‑date training materials.
• Analyze service data with QA to set goals and improve quality.
• Maintain standards for inbound/outbound calls, complaints and grievance processes.

Required profile

• Minimum 1 year experience leading a Customer Service team in an international environment.
• Native‑level Dutch and professional‑level English.
• Strong team spirit, interpersonal and written communication skills.
• Proactive, inclusive attitude and a drive for continuous improvement.

Required skills

What we offer

• International team working from Barcelona’s Eixample district.
• Fixed annual salary €24,000 – €28,000.
• Variable bonus up to €5,000 based on KPI achievement.
• 40 hours/week, 09:00‑18:00, Monday‑Saturday schedule.