Clipboard Health
Customer Support Team Lead (Canada | United Kingdom)
Job Summary
The role involves leading and coaching a customer service team to maintain high quality standards and customer satisfaction. Responsibilities include monitoring agent performance, providing feedback, handling escalations, and fostering a positive team environment. The ideal candidate has experience in coaching, management, and customer service, with strong communication and problem-solving skills. This is a remote position requiring availability for supporting various shifts, including weekends, and involves working with support tools and maintaining performance standards.
Required Skills
Benefits
Job Description
Why Clipboard Health Exists:
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.
About Clipboard Health:
Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.
Where? This Role is Open to Canada & The United Kingdom
Compensation - USD $70 000 to $90 000
We operate 24/7 and follow a rotating roster
About the Role:
Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 300 team members who serve the 60,000+ (and growing) active professionals on our marketplace. As a Worker Operations Team Lead your primary role is to be an exceptional coach for your team.
Your responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You’re also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively.
Day-to-Day Responsibilities:
- Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
- 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
Profile Must Haves:
System Requirements
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
This is a fully remote position. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.
Clipboard Health
We connect professionals with open shifts at top facilities. Facilities get the help they need and professionals get the flexibility, freedom, and great rates to live life to the fullest.
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