Team Lead (Customer Experience Specialist)

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd. is seeking a Live Scan Review Team Lead (PPST TL) in the Philippines to guide a CX Operations team delivering best-in-class service to dental practices worldwide.

You’ll coach front-line PPST agents, manage KPIs, and partner with US-based CX Ops to drive efficiency and quality across sites.

Qualifications

• Professional fluency in English.
• 2+ years of front-line leadership experience in customer service.
• 1+ years of direct people management or supervisory experience as a titled manager.
• Basic understanding of tech platforms; ability to learn quickly; Zendesk experience preferred.
• Comfort operating in ambiguous, high-velocity environments with a proactive approach.
• Willingness to roll up sleeves and fix problems hands-on.
• Intellectual curiosity and data-driven mindset; ability to analyse performance metrics.

Responsibilities

• Supervise and coach a team of front-line product & platform support agents, helping practices get info on orders and troubleshooting hardware & software issues.
• Lead across the team to build consistent standards and a shared team culture.
• Own overall team performance and KPIs: manage a team of lab technicians and LSR agents; coach and provide customer service guidance; track KPIs including productivity, accessibility, and quality; deliver feedback in 1:1s.
• Perform QA to audit and deliver actionable feedback, identify gaps in process, and build SOPs to close them.
• Collaborate to localize SOPs so guidance holds up consistently across sites.
• Identify operational bottlenecks, propose scalable fixes, and work with cross-functional partners to implement improvements.
• Use non-standard approaches and root cause analysis to resolve issues independently.
• Demonstrate a strong understanding of data and use analysis to positively impact your area of ownership.
• Foster a positive, collaborative team environment across locations that prioritises customer experience and operational excellence.

Skills

English fluency

Front-line leadership

People management

Data-driven mindset

Problem solving

Tools

Zendesk

Job description

JOB IDENTIFICATION

Position Title : Team Lead (Customer Experience Specialist)

REPORTING RELATIONSHIPS

• Reports To: Tim Barker
• Supervises: N/A
• Interfaces With: N/A

DETAILS OF DUTIES AND RESPONSIBILITIES

We're hiring a Live Scan Review Team Lead (PPST TL) in the Philippines to join our Customer Experience (CX) Operations team and help us deliver a best-in-class experience to dental practices around the world.

In this role, you'll lead a team of front-line PPST. Your team handles complex technical issues and order inquiries through live chat and phone- so you'll be coaching people who sit at the intersection of the Dandy and the dental practice.

You’ll own key performance indicators (KPIs), and partner with global cross-functional teams. The ideal candidate is a clinical and data-driven leader who leads well 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 product & platform support agents, helping practices get info on orders and troubleshooting hardware & software issues.
• Lead across the team to build consistent standards and a shared team culture.
• Own overall team performance and KPIs:
  • Manage a team of lab technicians and LSR agents; coach and provide customer service and communication guidance.
  • Understand, track, and report on KPIs including productivity, accessibility, and quality.
  • Uphold performance standards and deliver feedback in 1:1s for team members.
• Perform QA to audit and deliver actionable feedback, identify gaps in process, and build SOPs to close them.
• Collaborate to localize Standard Operating Procedures (SOPs) so guidance holds up consistently across sites.
• Identify operational bottlenecks, propose scalable fixes, and work with cross-functional partners - including our US-based CX Operations - to implement improvements.
• Use non-standard approaches and root cause analysis to resolve issues independently.
• Demonstrate a strong understanding of data and use analysis to positively impact your area of ownership.
• Foster a positive, collaborative team environment across locations that prioritises customer experience and operational excellence.

QUALIFICATION STANDARDS

• Professional fluency in English.
• 2+ years of front-line leadership experience in customer service, ideally in a startup or tech company.
• 1+ years of direct people management or supervisory experience as a titled manager. Customer service experience required, with proven ability to adapt and empathise with customers to de-escalate situations and offer solutions.
• Basic understanding of tech platforms and the ability to learn new ones quickly. Prior experience with Zendesk is preferred.
• Comfort operating in ambiguous, high-velocity environments with a proactive, resourceful approach.
• Willingness to roll up your sleeves and fix problems hands-on.
• Intellectual curiosity and a data-driven mindset, with the ability to analyse performance metrics and act on them.

Additional Considerations

• Previous experience in a healthcare or clinical setting.
• Experience as a dental lab technician, or familiarity with the dental industry or prior experience in dentistry strongly preferred.
• A positive attitude, sense of humour, and the ability to build a fun, engaging team culture across locations.