Knowledge Operations Team Lead

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health:

Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc). We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year. We are looking for your help to keep growing so we can serve more professionals and workplaces.

To learn more about us, take a look at our [website]([Link to website not provided]).

About the Role:

The Knowledge Operations team owns information management for workplace support. This team is responsible for the creation and distribution of all our internal and external content, including policies and procedures.

As the Knowledge Operations Team Lead, your primary role is to oversee the Knowledge Operations team. Your responsibility is to provide knowledge operations specialists with constructive feedback, identify performance issues, and maintain high standards for the team. You aren't afraid to say, "This piece of content isn't ready for publication, and here's why." You ensure that written materials are clear, knowledge management systems are easy to navigate, and are able to deliver feedback that aligns with our standards. You're also incredibly hands-on, willing to take the pen yourself and create strong content for publication. You became a product expert so that you can steer your team effectively.

Day-to-Day Responsibilities:

• Closely auditing written content and gating any work that isn't up to your standards.
• Monitoring individual performance, in terms of quality of writing, productivity, and prioritization.
• Maintaining coaching logs and providing regular written feedback to knowledge ops specialists.
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect.
• Investigating and researching new features in order to become an expert. Using your expertise to inform all published content.
• Designing and auditing a system for knowledge transfer that's intuitive and easily to navigate.
• Regularly shadowing or auditing support agents' calls to test the usability of written materials and guides.

Profile Must Haves:

• Demonstrated coaching experience: You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.
• Demonstrated management experience: You’ve directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.
• Excellent written communication skills: You're an excellent writer with a unique ability to communicate via writing.
• Excellent verbal communication skills: You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.
• Systems Thinker: You think in systems. You're energized by the idea of revamping a flawed or disorganized system.
• Strong problem-solving abilities: You excel at identifying problems, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.
• Experience in setting and achieving SMART goals: You have a history of setting clear, achievable goals for your team.