Customer Support Team Lead
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Job Description
Customer Support Team Lead coaching agents for Clipboard, an app-based healthcare staffing marketplace. Monitoring performance, resolving escalations, and building an accountable, high-performing Worker Operations team.
Responsibilities:
- 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
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