CX Team Lead – Live Scan Review (Dental Tech)

ECLARO; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

ECLARO is seeking a Customer Experience Team Lead – Live Scan Review to guide a frontline CX team serving dental practices and clinicians. You will coach, monitor KPIs, manage escalations, and drive continuous process improvements in a fast-paced dental technology environment.

You’ll lead team members across live chat, phone, and other channels, deliver coaching, 1:1s, onboarding, and ensure high-quality customer outcomes while partnering with QA and WFM to optimize staffing and performance.

Qualifications

• 2+ years of frontline leadership experience in customer service.
• 1+ year of direct people management or supervisory experience.
• Proven ability to lead, coach, and develop frontline customer service teams.
• Track record of improving team performance and KPIs.
• Strong customer service background with de-escalation and empathy.
• Experience measuring or reporting on CX metrics (productivity, accessibility, adherence, quality, attendance, CSAT, AHT).
• Strong communication, coaching, and interpersonal skills.
• Data-driven mindset and comfortable with dashboards.
• Experience with Zendesk preferred.

Responsibilities

• Lead frontline CX associates supporting dental products, services, and tools.
• Coach, provide feedback, and conduct regular 1:1s to drive performance.
• Own team performance and KPIs across productivity, accessibility, adherence, attendance, and quality.
• Audit interactions with QA and implement corrective actions.
• Manage escalations ensuring timely, professional resolutions.
• Monitor real-time operations and staffing in collaboration with WFM.
• Develop and maintain SOPs; drive process improvements.
• Hands-on problem solving and cross-functional collaboration.

Skills

Team leadership

Coaching

KPI management

Escalation handling

Quality auditing

Zendesk experience

Data-driven mindset

Cross-functional collaboration

Healthcare/dental knowledge

SaaS support

WFM coordination

Tools

Zendesk

Job description

ECLARO is seeking a Customer Experience Team Lead – Live Scan Review to guide a frontline CX team serving dental practices and clinicians. You will coach, monitor KPIs, manage escalations, and drive continuous process improvements in a fast-paced dental technology environment.

You’ll lead team members across live chat, phone, and other channels, deliver coaching, 1:1s, onboarding, and ensure high-quality customer outcomes while partnering with QA and WFM to optimize staffing and performance.