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Dandy is transforming the dental industry through technology, building an operating system for dental practices globally. This role leads a multilingual, distributed team of front-line lab technicians and customer experience (CX) experts across multiple European locations, handling complex dental and clinical inquiries via live chat, phone, and other channels.
You will supervise and coach a geographically dispersed team, establishing consistent standards and shared culture across different sites and languages. Key responsibilities include managing overall team performance and KPIs (productivity, accessibility, quality), tracking metrics by site and language queue, and delivering coaching and feedback through 1:1s both in-person in Barcelona and remotely. You'll plan coverage across European time zones and languages to ensure practices reach the right support person in their preferred language on first contact.
Operational excellence is central to the role: you'll conduct quality assurance audits, identify process gaps, build and localize standard operating procedures (SOPs) across markets, and collaborate with cross-functional partners in Europe and the US to implement scalable improvements. You'll use data analysis and root cause analysis to resolve issues independently, identify bottlenecks, and drive measurable performance improvements. The role requires fostering a positive, collaborative team environment that prioritizes customer experience while operating in a high-velocity, ambiguous startup setting.
REQUIREMENTS:
- Professional fluency in Spanish and English (English is the working language)
- Based in or willing to relocate to Barcelona; able to work from office 4 days per week
- 2+ years of front-line leadership experience in customer service, ideally in a startup or tech company
- 1+ years of direct people management or supervisory experience as a titled manager (required)
- Experience leading a distributed or multi-site team, or clear evidence of ability to thrive in this context
- Proven ability to manage and develop a team, driving measurable performance improvements
- Customer service experience with proven ability to adapt, empathize, de-escalate, and offer solutions
- Basic understanding of tech platforms and ability to learn new ones quickly; prior Zendesk experience preferred
- Comfort operating in ambiguous, high-velocity environments with proactive, resourceful approach
- Willingness to work hands-on to fix problems
- Intellectual curiosity and data-driven mindset with ability to analyze performance metrics and act on them
STRONG PLUS:
- Additional European languages (Italian, German, Dutch, or French)
- Previous experience in healthcare or clinical settings
- Background as a dental lab technician or familiarity with dental industry
- Experience supporting or leading teams across multiple European markets
- Comfort working across time zones with US team overlap
