Team Lead

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.