Support Team Lead
Mercury- Full Time
- Junior (1 to 2 years)
Candidates should possess a strong understanding of customer service principles and experience leading a team, with a demonstrated ability to coach and develop agents. Prior experience in a remote or global support environment is preferred, along with familiarity with customer support tools such as Zendesk, Metabase, and Amazon Connect.
As a Customer Support Team Lead, you will be responsible for closely monitoring agent performance, providing frequent coaching based on feedback and metrics, handling customer escalations, ensuring schedule adherence, maintaining coaching logs, navigating the support environment, listening to team member feedback, initiating consequence management, and delegating tasks to foster a culture of learning and development. You will also be expected to suggest and lead team building activities to maintain team motivation and ensure high quality assurance scores above 90%.
Healthcare staffing platform connecting facilities and nurses
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.