Customer Care Team Leader (SDQ)
Hire Horatio CXSanto Domingo, Distrito Nacional, Dominican Republic
Posted February 16, 2026
Full Time
About the Company
Hire Horatio CX is a tech-enabled customer support outsourcing firm that partners with high-growth companies to develop and execute comprehensive customer service strategies. Offering a dedicated team for customer experience, call center operations, back office support, marketing campaigns, admin tasks, social media management, and sales support, Hire Horatio enables businesses to focus on their core competencies while ensuring reliable and trusted support services.
Job Description
We're seeking a highly motivated and experienced Customer Care Team Lead to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels.
Requirements
- Advanced English proficiency
- Healthcare Knowledge - Understanding of HIPAA, PHI, and regulatory compliance
- Familiarity with medical terminology, benefits verification, and clinical workflows (e.g. prescriptions, scheduling, insurance claims)
- Strong de-escalation and conflict resolution skills
- Ability to lead by example in delivering empathetic, patient-first service
- Experience working in multichannel environments (phone, chat, email, ticketing)
- Track record of mentoring or coaching agents
- Ability to drive performance through feedback and development
- Capable of managing a team under pressure (e.g., during escalations or high call volume)
- Clear communicator across all levels (frontline to leadership)
- Critical thinking and fast decision-making under sensitive circumstances
- Strong analytical skills to review team KPIs (AHT, CSAT, FCR, etc.)
- Ability to manage staffing adherence, quality audits, and productivity tools
- Skilled in workforce tools (e.g., Zendesk, Salesforce, Assembled, Five9, NICE)
- Comfortable managing SOPs, workflow updates, and issue escalation paths
- Experience identifying inefficiencies and proposing solutions
- Ability to handle cross-functional collaboration (e.g., QA, training, clinical teams)
Benefits
- Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
- Free snacks every day
- Free catered lunch every day
- Free catered dinner (for those on night shifts)
- Door-to-door transportation after 9:00 PM
- Happy hour on Fridays
- Holiday parties!
- An amazing, unique office environment (no cubes, no assigned workstations!)
- Growth and development opportunities (the most in the industry!)
- Professional development courses by leading business schools like Barna
- Yoga and workout classes (coming soon!)
- Community service opportunities (#HoratioCares)
- Discounts at local restaurants and stores