Customer Support Team Lead

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🕒 2 days ago

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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

• Coach Worker Operations agents through constructive feedback, development planning, and performance improvement • Monitor agent quality, productivity, attendance, schedule adherence, and quality assurance scores • Provide frequent coaching based on QA feedback, metrics, customer survey responses, and ticket observations • Handle angry customer escalations when needed • 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 to foster learning and development • Suggest and lead team-building activities • Maintain overlapping working hours with EST and PST time zones and work weekend shifts as needed

🎯 Requirements

• 2+ years of coaching experience • Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement • 2+ years of people management experience • Experience leading customer support teams and driving performance, engagement, and accountability • 2+ years of customer support experience • Strong foundation in delivering exceptional customer service and resolving complex customer issues • Customer-obsessed approach • Data-driven problem-solving and root cause analysis • Ability to thrive in ambiguity and adapt to changing priorities, products, and processes • Clear communication and ability to provide actionable feedback • Bias for action and ownership of outcomes • Ability to quickly learn new tools, products, and processes • Ability to coach others and build accountability and excellence • Resilience and sound judgment during high-volume periods and operational change • Minimum 15 Mbps wired internet connection • Minimum i5 processor or equivalent • Minimum 12 GB RAM • Quiet working environment • Steady power and internet connection • Availability for overlapping EST and PST working hours and weekend shifts as needed