Customer Support Team Lead

Summary

Join Clipboard Health as a Documents Team Lead and manage a team of agents handling escalated documentation issues, fraud prevention, and onboarding quality for healthcare professionals. You will oversee agent performance, quality control, queue management, and cross-functional alignment, coaching agents to apply good judgment and ensure documentation standards are followed. This role is crucial for maintaining trust and safety at scale within the platform. The position requires experience managing frontline agents and strong operational instincts, excellent communication skills, and the ability to work in ambiguous situations. It's a fully remote position requiring overlapping hours with EST and PST time zones and weekend availability. The role is vital for ensuring the smooth and secure onboarding of healthcare professionals onto the Clipboard Health platform.

Requirements

• Experience managing or coaching frontline agents (e.g., in document review, support, or compliance)
• Strong operational instincts, you know how to manage queues, meet SLAs, and respond to changing needs
• Excellent written communication and feedback skills
• Confidence working in gray areas and helping others build judgment
• Detail-oriented with strong organizational and problem-solving skills
• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Responsibilities

• Manage a team of Tier 1 agents who review documentation and support onboarding workflows
• Set expectations around speed, accuracy, and decision quality and ensure those expectations are met
• Run regular 1:1s, track metrics (TAT, QA, error rates), and lead performance reviews
• Coach SMEs on risk evaluation, written communication, and cross-functional collaboration
• Monitor and manage daily document queues, unread case resolution, and onboarding document tasks
• Step in to support agents with complex or ambiguous submissions as needed
• Balance the team’s workload across shifts and ensure SLAs are consistently met across time zones
• 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
• Act as the primary liaison between your team and functions like Sales, Support, Product, and Legal
• Triage and resolve document-related issues that block onboarding or raise compliance questions
• Represent your team in weekly operational syncs and drive alignment with broader workflows
• Onboard and ramp new Tier 1 agents quickly and confidently
• 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

Preferred Qualifications

Experience in credentialing, healthcare operations, compliance, or trust & safety