Customer Support Team Lead (Non-US) - Remote

Overview

The Customer Support Team Lead will manage a team of agents handling escalated documentation issues, fraud prevention, and onboarding quality for professionals using the Clipboard Health platform. This role is essential for ensuring high-quality documentation standards and maintaining trust and safety.

In Short

• Manage a team of Tier 1 agents reviewing documentation and supporting onboarding workflows.
• Set expectations around speed, accuracy, and decision quality.
• Monitor daily document queues and manage onboarding document tasks.
• Ensure document approvals are consistent and policy-aligned.
• Act as a liaison between your team and other functions like Sales and Legal.
• Coach agents on navigating complex cases and documentation.
• Track metrics such as turnaround time and quality assurance.
• Identify recurring workflow issues and partner with teams to address them.
• Ensure SLAs are consistently met across time zones.
• Onboard new Tier 1 agents quickly and confidently.

Requirements

• Experience managing or coaching frontline agents.
• Strong operational instincts and queue management skills.
• Excellent written communication and feedback skills.
• Detail-oriented with strong organizational and problem-solving abilities.
• Bonus: Experience in credentialing, healthcare operations, or compliance.

Benefits

• Be part of a fast-growing company with a global remote team.
• Opportunity to make a significant impact in the healthcare industry.
• Work in a supportive and collaborative environment.
• Flexible working hours with the possibility of remote work.
• Access to continuous learning and professional development.