Costumer Care Specialist for EMEA - temporary position

Straumann; Madrid; On-site; EUR 26,000 - 38,000; Full time

Job summary

Straumann Group is seeking a Customer Care Specialist for EMEA in Madrid to be the first point of contact for dental professionals using our digital solutions. You will handle technical inquiries, guide digital workflows, and deliver timely, professional service.

You will collaborate with Sales, Product Management, and Support teams, support onboarding, and contribute to ongoing improvements of customer experience. Fluency in English and flexibility to work across regions are valued.

Qualifications

• Experience in customer service or a comparable role.
• Ability to learn new digital tools and systems.
• Clear written and verbal communication.
• Structured approach to handling multiple inquiries.
• Good written and spoken English (B2-C1).

Responsibilities

• Provide first-level assistance to dental professionals using Straumann Group's digital solutions.
• Troubleshoot ordering, connectivity, system access, and product usage issues.
• Guide customers through digital workflows (3Shape, Exocad, etc.).
• Manage inquiries via phone, email, and ticketing systems with timely responses.
• Support onboarding and training of customers adopting digital solutions.
• Collaborate with Sales, Product Management, Production, and Support teams.
• Document customer interactions and solutions in support systems.
• Identify opportunities to improve support processes.

Skills

Customer service

Digital tools

Communication

Problem solving

English proficiency

Tools

Digital platforms

Job description

About Straumann Group

Straumann Group is a global leader in dental solutions, committed to innovation, quality, and exceptional customer experience. We empower dental professionals worldwide with cutting‑edge digital workflows, premium technologies, and outstanding service.

We are looking for a highly motivated and customer-focused Costumer Care Specialist for EMEA to join our team. If you are passionate about helping customers, excited by digital dentistry, and eager to grow in a dynamic environment, this role is for you!

Your Mission

As a Costumer Care Specialist for EMEA you will be the first point of contact for dental professionals using our digital solutions. You will support customers through technical inquiries, digital workflows, and daily operational questions, ensuring outstanding service experience.

Your Role

In this position, you'll:

• Support our customers: Provide first-level assistance to dental professionals using Straumann Group's digital solutions, including UN!Q, Smile in a Box, Smilecloud, centralize Services, and AXS.
• Resolve technical enquiries: Help customers troubleshoot issues related to ordering, connectivity, system access, and product usage.
• Guide digital workflows: Assist customers in navigating digital dentistry processes, including workflows involving 3Shape and Exocad.
• Deliver responsive service: Manage enquiries through phone, email, and ticketing systems, ensuring timely and professional communication.
• Enable customer success: Support the onboarding and training of customers adopting digital solutions.
• Collaborate across teams: Work with Sales, Product Management, Production, and Support colleagues to resolve enquiries effectively.
• Maintain accurate records: Document all customer interactions and solutions in relevant support systems.
• Improve the customer experience: Share insights and identify opportunities to enhance our support processes.

What you'll bring:

• Experience in customer service, technical support, or a comparable customer-facing role.
• Confidence using digital tools and the ability to learn new systems and technologies.
• Clear written and verbal communication skills, including the ability to explain technical information in an accessible way.
• A structured approach to problem-solving and managing multiple customer enquiries.
• Good written and spoken English, (B2-C1) professional working proficiency

Additional experience that would be valuable:

• Experience in dental technology, dental practices, laboratories, or related environments.
• Familiarity with 3Shape, Exocad, or other digital dentistry solutions.
• Knowledge of additional languages, particularly German (C1).

What Makes You a Great Fit

You’ll enjoy this opportunity if you’re curious about technology, motivated by helping customers, and interested in developing your knowledge of digital dentistry.

You approach challenges with a solution‑oriented mindset, communicate clearly, and take ownership of customer enquiries.

You value collaboration, share knowledge with colleagues, and are comfortable working both independently and as part of an international team.

Most importantly, you’re open to learning, adapting, and contributing ideas that help us continuously improve the customer experience.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type:Full Time

Alternative Locations:Spain : Madrid || Spain : Mendaro

TravelPercentage:0 - 10%

Requisition ID: 22435