Customer Support Team Lead

GlobalRemote

Responsibilities

- Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 9% - 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

EXPERIENCE - 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, driving performance, engagement, and accountability. - 2+ years of customer support

We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers.
This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.
We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company https://www.ycombinator.com/topcompanies/ and have been profitable since 2022.
Report any scammers impersonating the Clipboard hiring team members here https://forms.gle/SyGaxHFbon7Hg9fW6.

ABOUT CLIPBOARD Our mission is to uplift as many communities as possible.
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 200 team members who serve the 400,000+ (and growing) active professionals on our marketplace.
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
experience – Strong foundation in delivering exceptional customer service and resolving complex customer issues.
WHAT SUCCESS LOOKS LIKE IN WORKER OPERATIONS - Customer obsessed – Puts workers at the centre of every decision and consistently delivers a world-class experience.
- Data-driven problem solver – Uses data, trends, and root cause analysis to identify issues and deliver sustainable improvements.