Role Title: Team Lead (Customer Experience Specialist)
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role:
We are hiring a Team Lead to join our Customer Experience (CX) Operations 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:
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the Role:
We are hiring a Team Lead to join our Customer Experience (CX) Operations 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:
o Manage team of CX reps; coaching and providing customer service guidance
o Understand, track and report on KPIs including productivity, accessibility, adherence and quality.
o Uphold performance standards and deliver feedback in 1:1s
o Understand, track and report on KPIs including productivity, accessibility, adherence and quality.
o 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 operationalexcellence.
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 experiencewith Zendesk is preferred.
• Comfort operating 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.
• 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 operationalexcellence.
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 experiencewith Zendesk is preferred.
• Comfort operating 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.
Apply Now
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