Clinical Support Team Lead (Spain)
Core
Lead a distributed team of lab technicians and CX Experts to handle complex dental and clinical inquiries via live chat and phone for dental practices across Europe.
Role type
Senior IC Customer Experience Team Lead (Healthcare/Dental)
Builds
Customer support operations and clinical communication workflows for dental practices
Domain
Healthcare / Dental Industry / Customer Support
Deliverable
client delivery
Required skills
Front-line leadership, distributed team management, multi-language coordination, KPI ownership, QA auditing, SOP localization, operational efficiency, data analysis, conflict de-escalation
Preferred skills
Dental lab technician experience, Zendesk proficiency, additional European languages (Italian, German, Dutch, French), healthcare/clinical background
Technologies
Zendesk, live chat platforms, phone systems
Responsibilities
Supervise and coach a distributed team across multiple European locations; build consistent standards and culture across sites and languages; track and report on KPIs (productivity, accessibility, quality); perform QA audits and deliver feedback; plan coverage across time zones and languages; localize SOPs for consistency; identify bottlenecks and implement scalable fixes.
Seniority
Senior, hands-on IC with people management