Clinical Support Team Lead (Spain)

Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.

Job Description

We're hiring a Clinical Support Team Lead (CSL) in Barcelona to join our Customer Experience (CX) Operations team and help us deliver a best-in-class experience to dental practices across Europe.

In this role, you'll lead a multilingual, multi-site team of front-line lab technicians and CX Experts based in several European locations. Your team handles complex dental and clinical inquiries through live chat, phone, and other channels — so you'll be coaching people who sit at the intersection of the lab bench and the practice.

You'll work alongside a small team of peers to oversee daily operations, ensure high-quality interactions, manage escalations, and improve the efficiency of our support processes. You'll own key performance indicators (KPIs), partner with our Capacity team to make sure we have the right language and time-zone coverage across markets, and partner with cross-functional teams in Europe and the US. The ideal candidate is a data-driven leader who leads well across distance and language, with a keen eye for operational efficiency and a solid background in customer service.

What You'll Do

• Supervise and coach a distributed team of front-line lab technicians and CX Experts across multiple European locations, helping practices get the best outcome for their patients with our products, services, and tools.

• Lead across sites and languages: build consistent standards and a shared team culture even when your people aren't in the same building or working in the same language.

• Own overall team performance and KPIs:

  • Manage a team of lab technicians and CX Experts; coach and provide customer service and clinical-communication guidance.

  • Understand, track, and report on KPIs including productivity, accessibility, and quality — by site and by language queue where relevant.

  • Uphold performance standards and 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 to audit and deliver actionable feedback, identify gaps in process, and build SOPs to close them.

• Collaborate to localize Standard Operating Procedures (SOPs) so guidance holds up consistently across markets and languages.

• Identify operational bottlenecks, propose scalable fixes, and work with cross-functional partners — including our US-based CX Operations — to implement improvements.

• Use non-standard approaches and root cause analysis to resolve issues independently.

• Demonstrate a strong understanding of data and use analysis to positively impact your area of ownership.

• Foster a positive, collaborative team environment across locations that prioritizes customer experience and operational excellence.

What We're Looking For

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