Customer Support Team Lead (Non-US)

Position Overview

• Location Type: Remote (Open to Non-US Applicants)
• Job Type: Full-time
• Salary: Not Specified

Clipboard Health is seeking a Documents Team Lead to manage a team of agents responsible for escalated documentation issues, fraud prevention, and onboarding quality for professionals using the Clipboard Health platform. This role involves overseeing agent performance, quality control, queue management, and cross-functional alignment, with a focus on coaching Subject Matter Experts (SMEs) to ensure adherence to documentation standards and maintain trust and safety.

Company Information

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. They aim to lift people up the socioeconomic ladder by providing career growth and financial opportunities for healthcare professionals. Clipboard Health is a YC Top Company with a global, remote team of over 600 people, profitable since 2022, and fills millions of shifts annually.

Responsibilities

Team Leadership & Performance Management

• Manage a team of Tier 1 agents who review documentation and support onboarding workflows.
• Set and ensure adherence to expectations for speed, accuracy, and decision quality.
• Conduct regular 1:1s, track metrics (TAT, QA, error rates), and lead performance reviews.
• Coach SMEs on risk evaluation, written communication, and cross-functional collaboration.

Queue Oversight & Operational Execution

• Monitor and manage daily document queues, unread case resolution, and onboarding document tasks.
• Provide support to agents with complex or ambiguous submissions.
• Balance team workload across shifts and ensure SLAs are consistently met across time zones.

Quality & Risk Management

• Ensure document approvals are consistent, complete, and policy-aligned.
• Track common error patterns, escalate systemic issues, and implement improvements.
• Collaborate with QA and Legal teams to uphold trust and compliance standards.

Cross-Functional Coordination

• Serve as the primary liaison between the team and functions such as Sales, Support, Product, and Legal.
• Triage and resolve document-related issues that block onboarding or raise compliance questions.
• Represent the team in weekly operational syncs and drive alignment with broader workflows.

Training & Continuous Improvement

• Onboard and ramp new Tier 1 agents effectively.
• Provide hands-on coaching to help agents navigate complex cases or unclear documentation.
• Identify recurring workflow issues and partner with internal teams to address root causes.

Requirements

• Experience managing or coaching frontline agents (e.g., in document review, support, or compliance).
• Strong operational instincts, with the ability to manage queues, meet SLAs, and adapt to changing needs.
• Excellent written communication and feedback skills.
• Confidence working in ambiguous situations and helping others develop judgment.
• Detail-oriented with strong organizational and problem-solving skills.
• Bonus: Experience in credentialing, healthcare operations, compliance, or trust & safety.

Why This Role Matters

This role is crucial as every shift booked on the platform begins with a professional being approved. Errors in documentation, missed fraud risks, incorrect license approvals, or onboarding delays can negatively impact customers and patients.