Remote Customer Support Team Leader

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

About the Role:

• We are seeking an experienced and motivated Customer Support Team Leader to drive excellence in our remote customer support operations.

• You will play a pivotal role in leading and coaching a high-performing team of customer support agents, ensuring they deliver exceptional service to our global customer base.

• As a leader, you will:

  • Set clear expectations,
  • Provide targeted feedback,
  • Foster a culture of continuous improvement.

• Your ability to inspire, mentor, and develop your team will be critical in maintaining the highest levels of customer satisfaction.

Key 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.

What We’re Looking For:

• 5+ years of leadership and coaching experience:

  • You’ve led teams of at least 10 customer support agents, driving them to consistently meet performance goals and exceed customer expectations.
  • Your leadership style is hands-on, and you’re known for your ability to mentor, inspire, and develop top-performing teams.

• 10+ 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.
  • You understand the customer journey and how to enhance it at every touchpoint.

• Exceptional communication and feedback skills:

  • You excel at delivering clear, actionable, and motivational feedback.
  • Whether it’s in coaching sessions or escalations, your communication is precise, empathetic, and designed to drive improvement.
  • You know how to convey tough messages constructively while keeping your team motivated and aligned with company goals.

• Proven ability to handle escalations:

  • You’ve successfully managed customer escalations and resolved high-stakes issues in a timely manner.
  • You are skilled at maintaining customer satisfaction even under pressure, with a track record of resolving at least 95% of escalations within company-specified timeframes or SLAs (Service Level Agreements).

• Experience in remote, geo-distributed work environments:

  • You’ve successfully led or been part of multinational teams spanning different time zones and regions.
  • You thrive in a remote work environment, are adept at managing diverse cultures, and can seamlessly coordinate across various global locations.

Your First 90 Days:

• 30 Days:

  • Become a product expert, immerse yourself in the support environment, and learn the ins and outs of our tools and processes.
  • You’ll start handling customer tickets and shadowing agents to understand their daily challenges.

• 60 Days:

  • Take ownership of your first team.
  • You’ll evaluate individual performance, set SMART goals for improvement, and establish a rhythm of regular feedback and coaching.

• 90 Days:

  • Your team is consistently achieving high scores in quality metrics (90% or above).
  • For agents who are underperforming, you have clear action plans with deadlines for improvement.

Work Environment:

This is a fully remote role with a rotating roster to ensure ²⁴⁄₇ coverage. You must have the flexibility to work EST/PST hours and occasionally accommodate weekend shifts for emergencies.

System Requirements: In addition, you should have:

• A minimum of 15 Mbps wired internet connection.
• A computer with an i5 processor (or equivalent) and at least 12GB RAM.
• A quiet, dedicated workspace with a steady power and internet connection.

Why Join Us?

• 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.

If you are passionate about coaching, leadership, and delivering outstanding customer experiences, apply now and join our team in setting the standard for excellent support!