Customer Service Team Lead

Impress; Barcelona; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

Impress, a leader in the health-tech sector, seeks a Patient Care Team Leader in Barcelona. This role involves leading a dynamic team, ensuring excellent patient care, and optimizing processes. The position offers real growth opportunities, a flexible schedule, and a vibrant international work environment.

Servicios

Flexible schedule

Teeth aligner and whitening team benefits

Fresh fruit, coffee & snacks every morning

Pet-friendly Fridays

Inclusive company culture

Formación

• 2+ years of experience leading a team in Customer Service.
• Fluent in English and one other language (French, German, etc.).
• Recognized for interpersonal and writing skills.

Responsabilidades

• Lead, coach, and develop a team of Patient Care Specialists.
• Monitor and improve team performance through KPIs.
• Ensure high-quality patient interactions across multiple channels.

Conocimientos

Team spirit

Interpersonal skills

Writing skills

Proactive attitude

Inclusive behavior

Descripción del empleo

We are Impress. We believe everyone deserves a smile they’ll love.

We are the largest chain of ortho clinics with fully digital processes. We have revolutionized the invisible orthodontic sector with the best team of professionals specialized in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

We are looking for an enthusiastic Patient Care Team Leader who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.

What we offer:

• Internacional team! You will work with people from all over the World, at our Barcelona headquarter in the Eixample district (Barcelona).
• Real growth opportunities.
• Flexible schedule (40h/week).
• On Friday you can come along with your pet.
• Teeth aligner and whitening team benefits. ️
• We are an inclusive company.
• Fresh fruit, coffee & snacks every morning.

Responsibilities:

• Lead, coach, and develop a team of Patient Care Specialists.
• Monitor and improve team performance through KPIs and feedback sessions.
• Ensure high-quality patient interactions across multiple communication channels.
• Optimize workflows and processes to enhance efficiency.
• Handle escalations and provide solutions for complex patient cases.
• Collaborate with other departments (Sales, Operations, Clinical teams) to ensure seamless patient care.
• Support hiring, onboarding, and training of new team members.

Requirements

• +2 years of experience leading a team in a similar position within Customer Service working in an international environment.
• Fluent in English & one other language (French, German, Italian, Dutch, etc.).
• You are recognized for your team spirit, your interpersonal and writing skills
• A proactive attitude and inclusive behaviour.

The position is 100% on-site, we're looking for someone who's based in Barcelona (or nearby to the city).

At Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.

Our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better results.