CX Team Lead — Dental Practice Support

ECLARO; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

ECLARO Philippines is hiring a Team Lead to guide a CX frontline team handling dental practice inquiries via live chat and calls. You will oversee daily operations, coach agents, manage escalations, and drive improvements in support processes to ensure high-quality customer interactions.

The role requires data-driven leadership, a track record of people management, and the ability to optimize SOPs while maintaining performance standards in a dynamic environment.

Qualifications

• 2+ years frontline leadership in customer service.
• 1+ years of direct people management as a manager.
• Proven ability to drive performance improvements.
• Customer service experience with de-escalation skills.
• Basic understanding of tech platforms; learn quickly.

Responsibilities

• Supervise and coach front line associates assisting customers with dental products and services.
• Own team KPIs: productivity, accessibility, adherence and quality.
• Provide feedback in 1:1s; audit and improve SOPs with QA.
• Monitor real-time capacity and coordinate attendance with Workforce.
• Identify bottlenecks and partner with cross functional teams to implement improvements.
• Foster a positive team culture focused on customer experiences and efficiency.

Skills

Frontline leadership

People management

Customer service

Data-driven mindset

SOP development

Zendesk (preferred)

Tools

Zendesk

Job description

ECLARO Philippines is hiring a Team Lead to guide a CX frontline team handling dental practice inquiries via live chat and calls. You will oversee daily operations, coach agents, manage escalations, and drive improvements in support processes to ensure high-quality customer interactions.

The role requires data-driven leadership, a track record of people management, and the ability to optimize SOPs while maintaining performance standards in a dynamic environment.