Customer Support Team Lead

Position Overview

• Location Type: Remote (South America | Africa | The Caribbean)
• Job Type: Full-time
• Salary: USD $24,000 to $50,000

Clipboard Health is a fast-growing Series C marketplace that connects healthcare facilities with healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent. We are looking for a Worker Operations Team Lead to coach and develop our team of agents, ensuring high standards of performance and customer experience.

About Clipboard Health

Clipboard Health is a YC Top Company with a global, remote team of 600+ people. We are a leader in the Long Term Care vertical and are expanding into other verticals like Dental Offices and Schools. We have been profitable since 2022 and fill millions of shifts annually. We operate 24/7 and follow a rotating roster.

About the Role: Worker Operations Team Lead

The Worker Operations team owns end-to-end operations and support for the supply-side (the workers) of our marketplace. As a Worker Operations Team Lead, your primary role is to be an exceptional coach for your team. You will provide constructive feedback, identify root causes of performance issues, and train agents to address and correct them. You will maintain high standards, focus on customer experience, set SMART goals, and deliver feedback that aligns with company standards. You will also be hands-on, dive into customer issues, and become a product expert to coach your agents effectively.

Day-to-Day Responsibilities

• Closely monitor agent performance, focusing on quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%.
• Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and ticket observations.
• Occasionally handle angry customer escalations.
• Ensure schedule adherence by agents and desired productivity levels.
• Maintain coaching logs and provide regular written feedback to agents.
• Navigate support tools such as Zendesk, Metabase, and Amazon Connect.
• Listen to team members’ feedback and resolve any challenges or conflicts.
• Initiate consequence management steps for low-performing team members.
• Delegate tasks to high-potential team members to build a culture of learning and development.
• Suggest and lead team-building activities for team motivation.

Profile Must Haves

• Coaching Experience: +2 years of proven track record in guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.
• Management Experience: +2 years of direct management experience overseeing a customer service team, ensuring high standards, and fostering a positive team culture.
• Customer Service Experience: +2 years of experience in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.
• Communication Skills: Excellent ability to effectively communicate feedback, team updates, and solutions to both your team and other departments.
• Problem-Solving Abilities: Strong skills in identifying service issues and resolving them effectively.