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Customer Service
Customer Support Team Lead
@Clipboard Health
[Hiring] Customer Support Team Lead @Clipboard Health
Apr 05, 2025 - Clipboard Health is hiring a remote Customer Support Team Lead. 💸 Salary: unspecified. 📍Location: Northern America.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. As a Worker Operations Team Lead your primary role is to be an exceptional coach for your team.
- Provide agents with constructive feedback
- Identify the root causes of performance issues
- Train agents to address and correct problems
- Maintain high standards for your team
- Ensure customer experience remains the focal point of every discussion
- Set SMART goals for performance improvement
- Deliver feedback that aligns with our standards
- Dive into customer issues directly
- Become a product expert to coach agents effectively
Day-to-Day Responsibilities
- Closely monitor agent performance in terms of quality, productivity, and attendance metrics
- Maintain quality assurance scores above 90%
- Provide frequent coaching based on QA feedback, metrics, customer survey responses, and 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
- Navigate support environment tools such as Zendesk, Metabase, and Amazon Connect
- Listen to team members’ feedback and resolve challenges or conflicts
- Initiate consequence management steps for low-performing team members
- Delegate tasks to high potential team members to build a culture of learning and development
- Suggest and lead team building activities for motivation
Qualifications
- +2 years of coaching experience
- +2 years of management experience
- +2 years of customer service experience
- Excellent communication skills
- Strong problem-solving abilities
- Ability to thrive under pressure
- Experience in setting and achieving SMART goals
- Adaptability and flexibility
- Strong product and process knowledge
- Customer-centric mindset
Requirements
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB RAM
- Quiet working environment
- Steady power and internet connection
Benefits
- This is a fully remote position
- Operate 24/7 with a rotating roster
- Flexibility to take time off on other days of the week
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| 📍 | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Northern America
|
|
Job Type
unspecified
|
Posted
Apr 05, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
