Remote Customer Support Team Leader

Summary

Join Clipboard Health as a Customer Support Team Leader and become an exceptional coach for your team. You will provide agents with constructive feedback, identify performance issues, and train them to improve. Maintain high customer experience standards, set SMART goals, and deliver effective feedback. You'll also handle customer escalations, navigate support tools, and foster a positive team culture. This is a fully remote position requiring 2+ years of coaching, team leadership, and customer service experience. The role demands strong communication, problem-solving, and pressure management skills.

Requirements

• +2 years of coaching experience – You’ve been directly responsible for mentoring and guiding others to improve their performance through structured feedback and training
• +2 years of team leader experience – You’ve successfully led a team, driving results, managing day-to-day operations, and creating a positive and productive team culture
• +2 years of customer service experience – You’ve worked in a customer-facing role, ensuring high-quality service delivery and maintaining customer satisfaction
• Strong communication skills – You’re able to articulate clear and actionable feedback to your team, as well as communicate effectively with different stakeholders
• Problem-solving mindset – You excel at identifying performance gaps and finding creative, effective solutions to improve both team and individual results
• Ability to manage under pressure – You can handle high-pressure situations and lead your team through challenges without compromising on quality or customer experience
• Proven track record in setting and achieving SMART goals – You’re comfortable setting specific, measurable, achievable, relevant, and time-bound goals for your team and ensuring follow-through
• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Responsibilities

• Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
• Provide frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handle angry customer escalations
• Ensure schedule adherence by agents and desired productivity levels
• Maintain coaching logs and provide 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

Benefits

• This is a fully remote position
• We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week