Customer Support Team Lead (Global)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified (Implied: Competitive)

Clipboard Health is a fast-growing Series C marketplace dedicated to improving the lives of healthcare professionals and facilities. We connect healthcare professionals with on-demand shifts, allowing them to grow their careers and facilities to access talent. We are a YC Top Company with a global, remote team of 600+ people and have been profitable since 2022.

About the Role: Worker Operations Team Lead

The Worker Operations team is responsible for end-to-end operations and support for the supply-side (the workers) of our marketplace. This team currently consists of over 300 members who serve 60,000+ active professionals. As a Worker Operations Team Lead, your primary role is to be an exceptional coach for your team. You will provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You are also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively.

Day-to-Day Responsibilities:

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%.
• Providing frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations.
• Occasionally handling angry customer escalations.
• Ensuring schedule adherence by agents and desired productivity levels.
• Maintaining coaching logs and providing regular written feedback to agents.
• Comfortably navigating our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect.
• Listening to team members’ feedback and resolving any challenges or conflicts.
• Initiating consequence management steps in the case of low-performing team members.
• Delegating tasks to high-potential team members to build a culture of learning and development in the team.
• Suggesting and leading team-building activities for team motivation.

Requirements

• Not specified in the provided text.

Application Instructions

• Not specified in the provided text.

Company Information

• Company: Clipboard Health
• Status: Series C
• Team Size: 600+ (Global, Remote)
• Profitability: Profitable since 2022