Customer Support Team Leader

Summary

Join Clipboard Health as a Team Lead and excel as an exceptional coach, guiding agents to achieve peak performance. You will closely monitor agent performance metrics, provide frequent coaching based on QA feedback and customer interactions, and handle escalated customer issues. This role demands a minimum of two years of experience in team leadership, coaching, and customer service. The position is fully remote, requiring a stable internet connection and specific system requirements, with a rotating schedule that includes weekend shifts as needed.

Requirements

• +2 years of team leader experience-you've directly led and supervised a team
• +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
• 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 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