Clipboard Health is hiring a
Customer Support Team Manager, Remote - Worldwide
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Summary
The job is for a Team Manager at Clipboard Health, a fast-growing tech startup in the healthcare talent market. The role involves coaching agents, monitoring their performance, and providing feedback. The position requires 2 years of team management, coaching, and customer service experience.
Requirements
- +2 years of team manager experience
- +2 years of coaching experience
- +2 years of customer service experience
Responsibilities
- Closely monitor agent performance in terms of quality, productivity, and attendance metrics
- Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and own ticket observations
- Handle occasional 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
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Please let Clipboard Health know you found this job on JobsCollider. Thanks! 🙏