Clipboard Health is hiring a
Customer Support Training Specialist, Remote - Worldwide

Summary

The job is for a Training position at Clipboard Health, a fast-growing tech startup in the healthcare talent market. The role involves creating training content, improving workflows, and ensuring customer satisfaction metrics are met.

Responsibilities

• Become the subject matter expert on processes, and procedures to craft training content that will elevate the customer experience
• Become the subject matter expert on processes, and procedures to teach those skills to newly hired employees at various levels of the org
• Make suggestions to improve workflows that will enhance the customer experience
• Ensure customer satisfaction metrics are met for training programs
• Prepares and maintains training content to coordinate, develop, design and maintain team and individual training materials
• Organizes training programs designed to give newly-hired employees the skills to be successful in the role, including systems and customer service soft skills
• Coordinates training of end-users for new department procedures/processes, and new workflows as needed
• Works closely with the Quality Assurance team  to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement
• Monitors new hire progress for the first 30 days of live customer interactions
• Reviews interactions for the purpose creating effective training that supports service skills, adherence to internal processes and quality of the customer service delivered
• Provides Team Leaders and Managers with regular agent performance feedback throughout the training process
• Provides individualized feedback to newly hired employees to address performance gaps
• Supports and suggests improvements/recommendations to meet the highest level of customer experience
• Supports in live training classes regularly