Remote Customer Support Supervisor

Summary

The role at Clipboard Health involves coaching and supervising a team of customer service agents. Responsibilities include monitoring agent performance, providing coaching, handling escalations, maintaining logs and feedback, navigating support tools, resolving conflicts, and leading team building activities. Requirements include 2 years of supervisor experience, 2 years of coaching experience, and 2 years of customer service experience. System requirements are a minimum 15Mbps wired internet connection, i5 processor or equivalent, 12GB Ram, quiet working environment, and steady power and internet connection.

Requirements

• +2 years of supervisor experience
• +2 years of coaching experience
• +2 years of customer service experience

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
• Ensure schedule adherence by agents and desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
• 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
• Suggest and lead team building activities for team motivation