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

About the Role

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 prioritizes customer experience and operational excellence.

QUALIFICATION STANDARDS
1. What We're Looking For

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 is 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 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 analyze 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 humor, and the ability to build a fun, engaging team culture across locations.