Join Impress - Europe's Leading Health-Tech Innovator! We are the largest chain of orthodontic clinics with fully digital processes in Europe. We have revolutionised the invisible orthodontic sector with the best team of professionals specialised in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

Job Overview We're seeking a dynamic and results-oriented Care Operations Team Lead - Dutch market 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. 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. Collaborate with other departments (Sales, Operations, Clinical teams, Logistics) to ensure seamless patient care.

Support hiring, onboarding, and training of new team members. Create up to date training materials with clear processes and procedures. Ensure call, chats,



emails volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.

Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development. Supervise that the standard of patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and and outbound call management, complaints, appeals, grievances processes, etc. This position will be responsible for coaching, developing, performance, and up-skill training.

Lead by example and never stop improving. 1 year of experience leading a team in a similar position within Customer Service working in an international environment. ~ Native level of Dutch and full professional level of English ~ You are recognized for your team spirit, your interpersonal and writing skills ~ Internacional team! Monday to Saturday (one Saturday/month) We are an inclusive company. Fresh fruit & coffee every morning.

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

📌 Care Operations Team Lead (Barcelona)
🏢 Impress
📍 Barcelona