Worker Operations Team Lead

Position Overview

Clipboard Health is seeking an exceptional Worker Operations Team Lead to join our fast-growing team. This role is crucial for the success of our Worker Operations department, which manages end-to-end operations and support for the supply-side (healthcare professionals) of our marketplace. As a Team Lead, your primary responsibility will be to coach and develop a team of agents, ensuring they provide outstanding service and meet performance goals.

About Clipboard Health

Clipboard Health is a fast-growing Series C marketplace dedicated to lifting people up the socioeconomic ladder by connecting healthcare facilities with healthcare professionals. Our app-based platform allows professionals to book on-demand shifts and facilities to access on-demand talent. We are a YC Top Company with a global, remote team of over 600 people and have been profitable since 2022. We are expanding into new verticals and are looking for talented individuals to help us continue our growth and serve more professionals and workplaces.

Learn more about us on our website.

Location Type

United States (Hiring across the United States)

Employment Type

Full-time

Salary

Estimated annual compensation: $90,000–$110,000 USD. Note: The reference range provided is specific to San Francisco. Compensation offers will be based on multiple factors including relevant education, qualifications, certifications, experience, and geographic location.

About the Role

The Worker Operations team consists of over 270 members serving more than 60,000 active professionals on our marketplace. As a Worker Operations Team Lead, you will be an exceptional coach, providing agents with constructive feedback, identifying root causes of performance issues, and training them to address and correct these problems. You will maintain high standards, ensure customer experience is the focal point, set SMART goals, and deliver feedback aligned with company standards. You will also be hands-on, diving into customer issues and becoming a product expert to effectively coach your agents.

Day-to-Day Responsibilities

• Performance Monitoring: Closely monitor agent performance in terms of quality, productivity, and attendance metrics, aiming for quality assurance scores above 90%.
• Coaching: Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and personal ticket observations.
• Customer Escalations: Occasionally handle angry customer escalations.
• Adherence & Productivity: Ensure schedule adherence and desired productivity levels among agents.
• Feedback & Documentation: Maintain coaching logs and provide regular written feedback to agents.
• Tool Navigation: Comfortably navigate our support environment, including tools such as Zendesk, Metabase, and Amazon Connect.
• Team Support: Listen to team members' feedback and resolve any challenges or conflicts.
• Performance Management: Initiate consequence management steps for low-performing team members.
• Development: Delegate tasks to high-potential team members to foster a culture of learning and development.
• Motivation: Suggest and lead team-building activities for team motivation.

Profile Must Haves

• Coaching Experience: +2 years of coaching experience with a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve performance.
• Management Experience: +2 years of management experience, having directly managed a customer service team, overseeing daily performance, ensuring high standards, and fostering a positive team culture.
• Customer Service Experience: +2 years of customer service experience in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.
• Communication Skills: Excellent communication skills, enabling effective delivery of feedback, team updates, and other essential information.