Customer Support Team Lead

Job not on LinkedIn

🕒 2 days ago

🇺🇸 United States – Remote

💵 $30k - $100k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Clipboard Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🏥 Healthcare

⚕️ Healthcare Insurance

🏪 Marketplace

💰 $30M Series C on 2022-02

Healthcare • Healthcare Insurance • Marketplace

Clipboard Health is a healthcare platform that connects healthcare professionals with open shifts at top facilities. The company creates a marketplace that allows independent healthcare professionals and healthcare facilities to find each other, facilitating the provision of care to patients in need. Clipboard Health offers flexible scheduling, immediate payment after shifts, and is Joint Commission Certified, aiming to alleviate staffing shortages and improve the availability of care.

📋 Description

• Monitor agent performance across quality, productivity, and attendance metrics • Maintain quality assurance scores above 9% • Provide frequent coaching based on QA feedback, metrics, customer survey responses, and ticket observations • Handle angry customer escalations • Ensure schedule adherence and desired productivity levels • Maintain coaching logs and provide regular written feedback • Navigate support tools including Zendesk, Metabase, and Amazon Connect • Listen to team feedback and resolve challenges or conflicts • Initiate consequence management for low-performing team members • Delegate tasks to high-potential team members • Lead team-building activities for team motivation • Coach Worker Operations agents supporting Clipboard’s healthcare staffing marketplace

🎯 Requirements

• 2+ years of coaching experience • 2+ years of people management experience • 2+ years of customer support experience • Minimum 15Mbps wired internet connection • Minimum i5 processor or equivalent • Minimum 12GB RAM • Quiet working environment • Steady power and internet connection • Availability for overlapping working hours with EST and PST time zones • Availability for weekend shifts as needed • Authorization to work in the country of residence