Team Lead (Live Scan Review)

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

Are you an experienced Customer Experience Team Lead who knows how to coach high-performing teams, manage KPIs, resolve escalations, and improve customer support operations?

We’re looking for a Team Lead – Live Scan Review to join our CX leadership team and help deliver a best-in-class support experience for dental practices and clinicians.

In this role, you’ll lead frontline CX associates who support dental practices through live chat, phone, and other communication channels. You’ll be responsible for team performance, coaching, quality, real-time adherence, operational efficiency, and continuous process improvement.

This is an excellent opportunity for a hands-on, data-driven leader who enjoys developing people, solving operational challenges, and working in a fast-paced dental technology environment.

Lead & Develop the Team

• Supervise, coach, and motivate a team of frontline CX associates supporting dental products, services, and tools.
• Provide ongoing coaching, customer service guidance, and performance feedback.
• Conduct regular 1:1s and help team members achieve their performance goals.
• Support onboarding, training, continuous enablement, and knowledge development.
• Foster a positive, collaborative, and high-performing team culture.

Own Team Performance & KPIs

• Take ownership of overall team performance and operational KPIs.
• Track and analyze metrics including productivity, accessibility, adherence, attendance, and quality.
• Identify performance gaps and implement targeted coaching and improvement plans.
• Monitor daily performance and ensure team members consistently meet established standards.

Drive Quality & Customer Experience

• Partner with the Quality Assurance (QA) team to audit customer interactions.
• Provide actionable feedback to frontline associates based on quality findings.
• Help identify recurring customer or process issues and implement corrective actions.
• Manage escalations and ensure customers receive timely, professional, and effective resolutions.
• Promote a customer-first approach focused on achieving the best possible outcome for dental practices and their patients.

Manage Real-Time Operations

• Monitor real-time team capacity and coverage.
• Partner with Workforce Capacity/WFM teams to maintain appropriate staffing levels.
• Monitor attendance, schedule adherence, productivity, and service coverage.
• Proactively identify potential operational gaps and take action before they impact customers.

Improve Processes & Operations

• Identify operational bottlenecks and recommend scalable solutions.
• Develop, maintain, and optimize Standard Operating Procedures (SOPs).
• Conduct root‑cause analysis to identify the underlying causes of recurring problems.
• Collaborate with cross‑functional teams to implement process improvements.
• Use data and operational insights to improve efficiency, quality, and customer outcomes.

Be a Hands‑On Problem Solver

• Approach complex or ambiguous problems with curiosity, resourcefulness, and sound judgment.
• Take ownership of issues rather than waiting for others to solve them.
• Be willing to roll up your sleeves and work alongside the team when needed.
• Continuously look for ways to improve the customer and employee experience.
• 2+ years of frontline leadership experience in customer service, preferably within a startup, technology, SaaS, healthcare, dental, or other fast‑paced environment.
• 1+ year of direct people management or supervisory experience in a formal Team Lead, Supervisor, Manager, or equivalent role.
• Demonstrated ability to lead, coach, and develop frontline customer service teams.
• Proven track record of improving team performance and achieving measurable KPIs.
• Strong customer service background with the ability to de‑escalate challenging situations, demonstrate empathy, and provide effective solutions.
• Experience managing or reporting on operational metrics such as productivity, accessibility, adherence, quality, attendance, CSAT, AHT, or similar CX KPIs.
• Strong communication, coaching, and interpersonal skills.
• Comfortable working with technology platforms and learning new systems quickly.
• Zendesk experience is highly preferred.
• Strong analytical and problem‑solving skills with a data‑driven mindset.
• Comfortable working in ambiguous, high‑velocity environments.
• Proactive, resourceful, and willing to take a hands‑on approach to solving problems.
• Ability to collaborate effectively with QA, Workforce Management, Operations, Training, and other cross‑functional teams.

Candidates with any of the following backgrounds are strongly encouraged to apply:

• Healthcare or clinical environments
• Dental practice or clinician support
• SaaS or technology customer support
• BPO/contact center operations
• Live chat and voice support
• Workforce Management / Real‑Time Adherence
• Quality Assurance and interaction auditing
• SOP development and process improvement
• Zendesk or other customer support platforms
• Experience managing high‑volume customer support operations

You’re more than a people manager—you’re a hands‑on CX leader.

You know how to look at a dashboard and identify where performance is falling short. You can coach an associate through a difficult customer interaction, partner with QA to improve quality, work with WFM to address coverage issues, and turn recurring operational problems into sustainable process improvements.

You’re comfortable balancing people, customers, data, and operations—and you genuinely enjoy helping teams perform at their best.

Ready to make an impact in dental technology and customer experience?

Important: This is an ON‑SITE position and is open for LOCAL EMPLOYMENT IN THE PHILIPPINES ONLY.