Customer Support Team Lead

Job not on LinkedIn

🕒 September 1

🇺🇸 United States – Remote

💵 $30k - $100k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

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

• Coach Worker Operations agents through constructive feedback, development planning, and performance improvement • Monitor agent quality, productivity, and attendance metrics, maintaining quality assurance scores above 90% • Provide frequent coaching based on QA feedback, metrics, customer survey responses, and ticket observations • Handle angry customer escalations occasionally • Ensure schedule adherence and desired productivity levels • Maintain coaching logs and provide regular written feedback • Navigate 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 build a learning and development culture • 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 • Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement • Experience leading customer support teams and driving performance, engagement, and accountability • Strong foundation in delivering exceptional customer service and resolving complex customer issues • Minimum 15Mbps wired internet connection • Minimum i5 processor or equivalent • Minimum 12GB RAM • Quiet working environment • Steady power and internet connection • Ability to maintain overlapping working hours with EST and PST time zones • Availability for weekend shifts as needed

🏖️ Benefits

• Fully remote position • Overlapping working hours with EST and PST time zones • Remote-first team environment • Team building activities • Learning and development opportunities through delegation and coaching • Profitable company since 2022