Patient Care Team Lead – US Market

About the role

We are looking for a dynamic Patient Care Team Lead for the US market to join our fast‑growing health‑tech company in Barcelona. You will lead a team of Patient Care Specialists, ensuring high‑quality interactions and seamless support across multiple channels.

Key responsibilities

• Lead, coach and develop a team of Patient Care Specialists.
• Monitor performance through KPIs, feedback sessions and quality analysis.
• Maintain high‑quality patient interactions via calls, chats and emails.
• Optimize workflows and manage volume forecasts for peak periods.
• Handle escalations and resolve complex patient cases.
• Collaborate with Sales, Operations, Clinical and Logistics teams.
• Support hiring, onboarding and training of new team members.
• Create and update training materials, processes and procedures.
• Measure customer satisfaction, drive NPS improvements and implement improvement mechanisms.
• Supervise inbound/outbound call management, complaints and grievance processes.

Required profile

• At least 1 year of experience leading a team in a customer‑service environment, preferably international.
• Full professional proficiency in English.
• Strong interpersonal and written communication skills.
• Proactive, inclusive attitude and a drive for continuous improvement.

Required skills

• English (professional level)

What we offer

• International team based in Barcelona’s Eixample district.
• Fixed compensation €22,000 – €26,000 per year.
• 35 h/week schedule (15:30 – 22:30), Monday to Saturday (one Saturday per month).
• Teeth aligner and whitening benefits.