Clipboard Health is hiring a
Customer Support Team Leader

Summary

The job is for a Customer Service Coach at Clipboard Health, a fast-growing tech startup in the healthcare talent marketplace. The role involves monitoring agent performance, providing coaching, handling escalations, and maintaining coaching logs. The position requires 2 years of coaching experience and 2 years of customer service experience.

Requirements

• +2 years of coaching experience - you've been directly responsible for helping others improve their performance
• +2 years of customer service experience - you have been in a customer-facing position

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 on 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