Customer Support Manager

Summary

Join Clipboard Health's Worker Operations team as a Customer Support Manager to lead and develop a high-performing team of support agents. You will monitor agent performance, provide coaching based on various feedback sources, ensure schedule adherence, and maintain coaching logs. The role involves using support tools to analyze data and drive improvements, resolving team challenges, and initiating consequence management when necessary. You will also identify inefficiencies, propose improvements, and collaborate cross-functionally. This is a remote, full-time role requiring experience in coaching, team leadership, and customer service, along with strong communication and problem-solving skills. The company operates 24/7 with a rotating roster, requiring some flexibility in working hours.

Requirements

• You’ve coached others before for +2 years - you’ve guided people to improve their performance, given structured feedback and helped them grow
• You’ve led a team for +2 years - You’ve taken ownership of team performance and culture , and know what it takes to keep a group motivated and accountable
• You’ve worked in customer service - You’re no stranger to solving problems, helping people, and staying calm under pressure
• You’re a clear communicator - You know how to explain things simply and provide honest, actionable feedback, whether to your team or to other stakeholders
• You solve problems quickly and effectively - When something goes wrong, your instinct is to dive in, figure it out, and make it better for both, the customer and the team
• You know how to handle high-pressure situations and escalations while keeping customer satisfaction a priority
• You stay steady under pressure - fast-paced environments and high expectations don’t shake you. You keep your cool and help others do the same
• You’re goal-driven and organized - You like working toward clear objectives and know how to keep people focused on what matters most
• You adapt easily and thrive in an ever-evolving environment - When priorities shift or new challenges pop up, you’re quick to pivot and keep the team moving forward
• You get deep into the product and processes - You’re naturally curious , pick things up fast , and become a go-to person for knowledge and support
• You care about customers - You want every interaction your team has to leave the customer feeling heard, helped, and respected
• You’re comfortable working in a fast-paced, globally distributed and performance-driven environment
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Responsibilities

• Monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, ensuring QA scores stay above 90%
• Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, customer interactions and your own ticket observations
• Ensure schedule adherence by agents and desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Work with our support tools like Zendesk, Metabase, and Five9 to analyze data and drive operational improvements
• Listen to team members’ feedback and resolve any challenges or conflicts
• Initiate consequence management steps in the case of low-performing team members
• Delegate tasks to high potential team members to build a culture of learning and development in the team
• Identify inefficiencies, propose improvements, and collaborate cross-functionally to enhance support processes
• Suggest and lead team building activities for team motivation

Benefits

• This is a remote, full-time role
• We operate 24/7 and follow a rotating roster. The expectation is that individuals should be able to work overlapping hours with EST/PST time zones and be open to occasional weekend shifts if needed in case of emergencies. In return, you’ll have the flexibility to take time off on other days of the week