Global CX Team Lead — Live Scan & Tech Support

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

Job summary

ECLARO in the Philippines is seeking a Live Scan Review Team Lead (PPST TL) to join our Customer Experience Operations team. You will supervise a team handling complex issues via live chat and phone, coach agents, and drive performance against KPIs.

The ideal candidate has strong English, frontline leadership, and data-driven thinking, with the ability to improve processes and work with global partners. This role emphasizes operational efficiency and a collaborative team culture across locations.

Qualifications

• Candidates must be fluent in English and able to coach frontline agents.
• Experience leading customer service teams, preferably in tech or startup settings.
• Comfort with data-driven decision making and KPI ownership.

Responsibilities

• Supervise and coach a team of front-line product & platform support agents.
• Lead cross-functional initiatives to standardize SOPs and culture.
• Own KPIs and report on productivity, accessibility, and quality.
• Provide QA feedback, identify process gaps, and implement improvements.
• Collaborate with US-based CX Operations to localize guidance.
• Use data analysis to drive performance across the team.

Skills

English fluency

Leadership

People management

Customer service

Zendesk

Data analytics

Problem solving

Tools

Zendesk

CRM software

Job description

ECLARO in the Philippines is seeking a Live Scan Review Team Lead (PPST TL) to join our Customer Experience Operations team. You will supervise a team handling complex issues via live chat and phone, coach agents, and drive performance against KPIs.

The ideal candidate has strong English, frontline leadership, and data-driven thinking, with the ability to improve processes and work with global partners. This role emphasizes operational efficiency and a collaborative team culture across locations.