Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare Marketplace, Staffing & RecruitmentIndustries
Requirements
Candidates should have experience managing or coaching frontline agents, particularly in document review, support, or compliance. They should possess strong operational instincts, enabling them to manage queues, meet service level agreements (SLAs), and respond to changing needs. Excellent written communication and feedback skills are required, along with confidence in navigating ambiguous situations and assisting others in developing judgment. Detail-oriented organizational and problem-solving skills are also necessary. Bonus experience in credentialing, healthcare operations, compliance, or trust & safety is preferred.
Responsibilities
As the Documents Team Lead, responsibilities include managing a team of Tier 1 agents who handle escalated documentation issues, fraud prevention, and onboarding quality; setting performance expectations and conducting regular 1:1s with performance reviews; monitoring and managing daily document queues and ensuring SLAs are consistently met; ensuring document approvals are consistent and policy-aligned; tracking common error patterns and implementing improvements; collaborating with QA and Legal teams to uphold trust and compliance standards; acting as the primary liaison between the team and various functions like Sales, Support, Product, and Legal; onboarding and training new agents; and identifying recurring workflow issues to address root causes.
Skills
Team Leadership
Performance Management
Documentation Review
Quality Control
Queue Management
Coaching
Metrics Tracking
Customer Support
Escalation Handling
Fraud Prevention
Onboarding
Clipboard Health
Healthcare staffing platform connecting facilities and nurses
About Clipboard Health
Clipboard Health connects healthcare facilities with local nursing professionals to address staffing shortages. The platform allows healthcare providers to find qualified nurses who can fill open shifts, which helps improve patient care and avoid penalties for understaffing. Nurses using the platform enjoy greater flexibility in choosing their work hours and can compare job details and negotiate pay rates transparently. Unlike traditional staffing agencies, Clipboard Health operates as a marketplace, facilitating direct connections between facilities and nurses while earning revenue through transaction fees. The goal is to enhance operational efficiency in healthcare settings and improve job satisfaction for nurses.
Key Metrics
San Francisco, CaliforniaHeadquarters
2016Year Founded
$91.6MTotal Funding
SERIES_CCompany Stage
HealthcareIndustries
1,001-5,000Employees