Team Lead

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

Job summary

ECLARO is seeking a Team Lead to join our CX front-line leadership team, overseeing a group that handles inquiries from dental practitioners through live chat, phone, and other channels. You will guide performance, coach agents, and ensure high-quality interactions while managing escalations and daily operations.

The ideal candidate is data-driven with a track record of improving support processes, onboarding new team members, and driving KPIs related to productivity, quality, and adherence in a

Qualifications

• 2+ years of frontline leadership experience in customer service.
• 1+ years of direct people management as a team lead is required.
• Proven ability to drive performance improvements.
• Customer service experience with de-escalation and solutions.

Responsibilities

• Supervise and coach a front-line team assisting customers with dental products and services.
• Manage team performance and KPIs, including productivity, accessibility, adherence, and quality.
• Provide coaching and guidance, and deliver feedback in 1:1s.
• Audit calls/chats with QA to identify gaps and create SOPs.
• Monitor real-time capacity and coordinate with Workforce to ensure attendance and productivity.
• Identify bottlenecks and collaborate with cross-functional teams to implement improvements.
• Develop and optimize SOPs for consistency, efficiency, and scalability.
• Use data and root-cause analysis to resolve issues.
• Foster a positive, collaborative team environment prioritizing customer experiences.
• Own KPIs for your area and drive onboarding and enablement.

Skills

Frontline leadership

People management

Customer service

Data-driven

KPI tracking

Tools

Zendesk

Job description

We are hiring a Team Lead to join our team, delivering a best-in-class experience to our dental practice clients. In this role, you will lead a team that handles inquiries from our doctors and dental practices through live chat, phone calls, and other communication channels. You will be part of our CX front-line leadership team and work alongside an internal team of leads to oversee daily operations, ensure high-quality interactions, manage escalations, and improve the efficiency of support processes. You'll own key performance indicators (KPIs) for your team and assist in onboarding, training, daily real-time adherence, quality control and ongoing enablement. The ideal candidate is a data-driven leader with a keen eye for operational efficiency, and a solid background in customer service.

What You'll Do

• Supervise and coach a team of front line associates focused on assisting customers with our dental products, services and tools; guiding best practices to achieve the best outcome for their patients.
• Responsible for overall team performance and KPIs:
• Manage team of CX reps; coaching and providing customer service guidance
• Understand, track and report on KPIs including productivity, accessibility, adherence and quality.
• Uphold performance standards and deliver feedback in 1:1s
• Work with the QA team to audit and deliver actionable agent feedback, identifying gaps in process and building out SOPs to close identified gaps.
• Monitor real-time capacity coverage and partner with the Workforce Capacity team to ensure timely attendance, adherence and productivity.
• Identify operational bottlenecks, propose scalable solutions, and collaborate with cross functional teams to implement improvements.
• Develop, maintain, and optimize Standard Operating Procedures (SOPs) to ensure consistency, efficiency, and scalability.
• When faced with problems, you use non-standard approaches and root cause analysis to independently resolve issues.
• Demonstrates an understanding of data and uses analysis to positively impact your area of ownership.
• Foster a positive, collaborative team environment that prioritizes customer experiences and operational excellence.

QUALIFICATION STANDARDS

What We’re Looking For

• 2+ years of frontline leadership experience in customer service, ideally in a startup or tech company.
• 1+ years of direct people management or supervisory experience as a title manager is required.
• Proven ability to manage and develop a team, driving measurable performance improvements.
• Customer service experience required, with proven ability to adapt and empathize with customers to de-escalate situations and offer solutions.
• Basic understanding of tech platforms and the ability to learn new platforms quickly.
• Prior experience with Zendesk is preferred.
• Comfort operates in ambiguous, high-velocity environments with a proactive and resourceful approach.
• Willingness to roll up your sleeves and fix problems in a hands-on manner.
• Intellectual curiosity and a data-driven mindset, with the ability to analyze performance metrics and implement improvements.

Additional Considerations

• Previous experience in a healthcare or clinical setting.
• Familiarity with the dental industry or prior experience in dentistry.
• A positive attitude, sense of humor, and ability to foster a fun and engaging team culture.