Join Impress - Europe's Leading Health-Tech InnovatorWe 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.

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Job OverviewWe'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.
LocationThis position is based 100% on-site at our headquarters in Barcelona (Spain).
What You’ll Do
- 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, 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.
- Measure customer satisfaction and design improvement mechanisms as required. Always ensure world-class NPS.
- 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.
- Handle escalations of customer

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