Job Description
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: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 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.
