Remote Customer Support Manager

Summary

Join Clipboard Health's growing team as a Customer Support Team Lead and become an exceptional coach for your team. You will provide agents with constructive feedback, identify root causes of performance issues, and train them to address and correct problems. Maintain high standards, set SMART goals, and deliver feedback aligned with company standards. You'll also handle customer issues directly, become a product expert, and closely monitor agent performance. This is a fully remote position requiring experience in coaching, team leadership, and customer service, along with excellent communication and problem-solving skills. The role involves working overlapping hours with EST/PST time zones and weekend shifts as needed.

Requirements

• +2 years of coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance
• +2 years of team leadership experience – You’ve directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture
• +2 years of customer service experience – You’ve worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service
• Excellent communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication
• Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency
• Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods
• Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently
• Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track
• Strong product and process knowledge – You’re quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively
• Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service
• 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 individuals should be able to work overlapping hours with EST/PST time zones and be available for weekend shifts if needed in case of emergencies. In return, you’ll have the flexibility to take time off on other days of the week