Customer Support Team Leader

Summary

Join Clipboard Health's growing team as a remote Customer Support Team Leader! Lead and mentor a team of customer support agents, ensuring top-tier performance and exceptional customer experiences for healthcare facilities using our platform. You will provide regular feedback, create development plans, handle escalations, and drive performance improvements. This role requires extensive customer service experience, proven leadership skills, and the ability to thrive in a remote, global environment. Clipboard Health offers opportunities for career growth, flexible work arrangements, and the chance to make a significant impact in healthcare.

Requirements

• You’ve led teams of at least 10 customer support agents, driving them to consistently meet performance goals and exceed customer expectations
• Your leadership style is hands-on, and you're known for your ability to mentor, inspire, and develop top-performing teams
• You have an extensive background in customer-facing roles, giving you deep insight into the nuances of delivering exceptional support
• You understand the customer journey and how to enhance it at every touchpoint
• You excel at delivering clear, actionable, and motivational feedback
• Whether it's in coaching sessions or escalations, your communication is precise, empathetic, and designed to drive improvement
• You know how to convey tough messages constructively while keeping your team motivated and aligned with company goals
• You’ve successfully managed customer escalations and resolved high-stakes issues in a timely manner
• You are skilled at maintaining customer satisfaction even under pressure, with a track record of resolving at least 95% of escalations within company-specified timeframes or SLAs (Service Level Agreements)
• You’ve successfully led or been part of multinational teams spanning different time zones and regions
• You thrive in a remote work environment, are adept at managing diverse cultures, and can seamlessly coordinate across various global locations
• A minimum of 15 Mbps wired internet connection
• A computer with an i5 processor (or equivalent) and at least 12GB RAM
• A quiet, dedicated workspace with a steady power and internet connection

Responsibilities

• Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics
• Provide regular, constructive feedback based on quality assurance (QA) scores, customer survey responses, and ticket observations
• Create personalized development plans that align with individual performance goals
• Handle customer escalations with poise and professionalism, stepping in to resolve complex or high-priority issues as needed
• Drive performance improvement initiatives by setting SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) for your team, ensuring clear paths for growth and success
• Monitor and report on team performance, identifying trends, strengths, and areas for improvement
• Maintain accurate coaching logs and feedback records for each agent
• Ensure schedule adherence and productivity standards are met, aligning with the company’s operational goals
• Foster a culture of learning and development by delegating tasks to high-potential team members and organizing team-building activities to enhance collaboration and morale
• Actively contribute to process improvements, suggesting and implementing strategies to optimize workflow, customer satisfaction, and team efficiency
• Be a product and process expert, guiding your team with deep knowledge of our tools, services, and customer needs to ensure they are equipped for success
• Diagnose the root cause of customer problems and take ownership to develop solutions from first principles

Benefits

• Impact: Lead teams supporting healthcare facilities, making a difference in critical services
• Global Team: Collaborate with talented individuals worldwide
• Career Growth: Opportunities for professional development and advancement
• Flexibility: Enjoy remote work with a schedule that fits your lifestyle