Customer Support Team Lead

Summary

Join Clipboard Health's Worker Operations team as a Team Lead and coach your team to success! You'll be responsible for monitoring agent performance, providing coaching and feedback, handling customer escalations, and ensuring high-quality service. This role requires proven coaching and management experience in customer service, excellent communication and problem-solving skills, and the ability to thrive under pressure. You'll need experience setting SMART goals and possess strong product knowledge. The position is fully remote, with a rotating schedule to cover various time zones, offering flexibility in return for weekend availability.

Requirements

• +2 years of coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance
• +2 years of 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
• +2 years of customer service experience – You’ve worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service
• Excellent 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
• Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency
• Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods
• Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently
• Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track
• Strong product and process knowledge – You’re quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively
• Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service
• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

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 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 Amazon Connect
• 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

Benefits

• This is a fully remote position
• In return, you’ll have the flexibility to take time off on other days of the week