Clipboard Health is hiring a
Customer Support Team Manager, Remote - Worldwide

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