Customer Support Team Lead
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Job Description
Customer Support Team Lead coaching agents for Clipboard’s healthcare staffing marketplace. Monitoring performance, resolving escalations, and driving quality, productivity, and accountability.
Responsibilities:
- Coach Worker Operations agents through constructive feedback, development planning, and performance improvement
- Monitor agent quality, productivity, and attendance metrics, maintaining quality assurance scores above 9%
- Provide frequent coaching based on QA feedback, metrics, customer survey responses, and ticket observations
- Handle angry customer escalations when needed
- Ensure agent 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 to build learning and development
- Suggest and lead team-building activities for motivation
- Maintain customer experience as the focal point of team discussions and become a product expert
Requirements:
- 2+ years of coaching experience, including structured feedback, development planning, and performance improvement
- 2+ years of people management experience leading customer support teams and driving performance, engagement, and accountability
- 2+ years of customer support experience delivering exceptional service and resolving complex customer issues
- Customer-obsessed approach centered on workers
- Data-driven problem-solving using data, trends, and root-cause analysis
- Ability to adapt to changing priorities, products, and processes
- Clear, proactive, and actionable communication
- Bias for action and ownership
- Ability to learn new tools, products, and processes quickly
- Ability to coach others and build accountability and excellence
- Sound judgment and consistent execution under pressure
- 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
- Steady power and internet connection required for work
- Quiet working environment
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