Remote Customer Support Team Leader

Summary

Join Clipboard Health as we seek an experienced Customer Support Team Leader to drive excellence in remote customer support operations.

Requirements

• 3+ years of leadership and coaching experience: You’ve led teams of at least 10 employees, driving them to consistently meet performance goals and exceed expectations
• 7+ years of customer service expertise: You have an extensive background in customer-facing roles, giving you deep insight into the nuances of delivering exceptional support
• Exceptional communication and feedback skills: You excel at delivering clear, actionable, and motivational feedback
• Proven ability to handle escalations: You’ve successfully managed customer escalations and resolved high-stakes issues in a timely manner
• Experience in remote, geo-distributed work environments: You’ve successfully led or been part of multinational teams spanning different time zones and regions

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

Benefits

• Global team: You’ll be working with talented individuals from all over the world in a diverse and inclusive environment
• Career growth: We invest in your professional development and provide ample opportunities for you to advance your career
• Impact: Your leadership will directly influence customer satisfaction and operational efficiency, making a tangible difference in our success
• Flexibility: Enjoy the benefits of remote work with the structure and support of a collaborative team