Customer Support Team Lead - Remote

Overview

As a Customer Support Team Lead at Clipboard Health, you will be responsible for coaching and managing a team of agents, ensuring high standards of customer service and performance.

In Short

• Lead and coach a team of customer support agents.
• Monitor agent performance and maintain quality assurance scores above 90%.
• Handle customer escalations and provide constructive feedback.
• Set SMART goals for team performance improvement.
• Foster a positive team culture and encourage development.
• Navigate tools such as Zendesk, Metabase, and Amazon Connect.
• Resolve challenges and conflicts within the team.
• Delegate tasks to enhance team learning.
• Suggest and lead team building activities.
• Work in a fully remote environment with overlapping hours in EST and PST.

Requirements

• +2 years of coaching experience.
• +2 years of management experience.
• +2 years of customer service experience.
• Excellent communication skills.
• Strong problem-solving abilities.
• Ability to thrive under pressure.
• Experience in setting and achieving SMART goals.
• Adaptability and flexibility.
• Strong product and process knowledge.
• Customer-centric mindset.

Benefits

• Competitive salary range of $90,000 - $110,000/year.
• Opportunity to work in a fully remote environment.
• Be part of a fast-growing company with a global team.
• Access to professional development resources.
• Work in a supportive and collaborative team culture.