Clinical Support Team Lead (Spain)

About the role

Dandy is hiring a Clinical Support Team Lead (CSL) in Barcelona to join its Customer Experience (CX) Operations team. The role leads a multilingual, multi-site team of front-line lab technicians and CX Experts across several European locations, who handle complex dental and clinical inquiries through live chat, phone and other channels. The team works alongside peers to oversee daily operations, ensure high-quality interactions, manage escalations and improve support process efficiency.

Key responsibilities

• Supervise and coach a distributed team of lab technicians and CX Experts across European locations, building consistent standards and a shared team culture.
• Own team performance and KPIs, including productivity, accessibility and quality, by site and by language queue.
• 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 audits, identify process gaps and build SOPs, and collaborate with cross-functional partners, including the US-based CX Operations team, to implement improvements.
• Use root cause analysis to resolve issues independently and foster a collaborative, customer-experience-focused team environment.

Required profile

• Professional fluency in Spanish and English (English is the internal working language).
• Based in or willing to relocate to Barcelona, able to work from the office 4 days per week.
• 2+ years of front-line leadership in customer service, ideally in a startup or tech company.
• 1+ year of direct people management or supervisory experience as a titled manager.
• Experience leading a distributed or multi-site team, or clear evidence of thriving in such a setting.
• Customer service experience, with the ability to de-escalate situations and offer solutions.
• Comfortable in ambiguous, high-velocity environments and willing to work hands-on.
• Plus: additional European languages (Italian, German, Dutch, French); healthcare or clinical experience; dental lab technician experience or familiarity with dentistry; experience across multiple European markets; comfort with colleagues across time zones, including some overlap with US teams.

Required skills

• Basic understanding of tech platforms and quick learning of new ones.
• Prior experience with Zendesk is preferred.
• Data-driven mindset, able to analyze performance metrics and act on them.

Dandy offers a range of benefits tailored to each country, typically including healthcare, dental, mental health support, parental planning resources, retirement savings options and generous paid time off.