Customer Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee agent performance in relation to quality, productivity, and attendance metrics

• Maintain quality assurance scores that exceed 9%

• Provide regular coaching informed by QA feedback, performance metrics, customer survey results, and ticket reviews

• Manage escalations from dissatisfied customers

• Ensure adherence to schedules and achieve desired productivity levels

• Keep coaching logs and offer consistent written feedback

• Utilize support tools such as Zendesk, Metabase, and Amazon Connect

• Listen to team feedback to address challenges or conflicts

• Implement consequence management for underperforming team members

• Assign tasks to high-potential team members

• Facilitate team-building activities to enhance team motivation

• Coach Worker Operations agents who support Clipboard’s healthcare staffing marketplace

⛳️ Requirements

• At least 2 years of experience in coaching

• Minimum of 2 years in people management

• A minimum of 2 years in customer support roles

• A wired internet connection with a minimum speed of 15Mbps

• An i5 processor or an equivalent

• At least 12GB of RAM

• A quiet working environment

• Reliable power and internet connectivity

• Availability to work overlapping hours with EST and PST time zones

• Willingness to work weekend shifts as required

• Authorization to work in your country of residence

🏝️ Benefits

• Competitive salary

• Professional development opportunities

• Flexible working hours

• Supportive team environment