Customer Support Team Lead

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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

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 9% • Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations • Occasionally handling angry customer escalations • Ensure schedule adherence by agents and desired productivity levels • Maintaining coaching logs and providing regular written feedback to agents • Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect • Listen to team members’ feedback and resolve any challenges or conflicts • Initiate consequence management steps in the case of low-performing team members • Delegate tasks to high potential team members to build a culture of learning and development in the team • Suggest and lead team building activities for team motivation

🎯 Requirements

• 2+ years of coaching experience • 2+ years of people management experience • 2+ years of customer support experience • Strong foundation in delivering exceptional customer service and resolving complex customer issues

🏖️ Benefits

• Minimum 15Mbps wired internet connection • Minimum i5 processor or equivalent • Minimum 12GB Ram • Quiet working environment • Steady power and internet connection