Urgently Hiring: Customer Support Team Leader | Clipboard Health
Job Highlights:Location: RemoteStart Date: Immediate openings availableCompany: WorkwarpCompensation: a competitive salaryPosition: Customer Support Team Leader | Clipboard Health | Remote  Why Clipboard Health Exists:
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.
About Clipboard Health:
Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YCÂs Top Companies for two years running, and have grown 25x across all key metrics in the last 18... months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.
About the Role:
First and foremost, you are an excellent coach. Your task is to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say ÂThis isnÂt good, and hereÂs whyÂ), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents.
Day-to-Day Responsibilities:
 Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
 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 to agents
 Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
 Listen to team members feedback and resolve any challenges or conflicts
 Initiate consequence management steps in the case of low-performing team members
 Delegate tasks to high potential team members to build a culture of learning and development in the team
 Suggest and lead team building activities for team motivation
Profile Must Haves:
 +2 years of coaching experience  youÂve been directly responsible for helping others improve their performance
 +2 years of customer service experience  you have been in a customer-facing position
System Requirements
 Minimum 15Mbps wired internet connection
 Minimum i5 processor or equivalent
 Minimum 12GB Ram
 Quiet working environment
 Steady power and internet connection
This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.
Tagged as: 1-3 Years, 3-5 Years, 5+ Years Apply Job! Take the Next StepAre you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.
Apply Now
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.
About Clipboard Health:
Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YCÂs Top Companies for two years running, and have grown 25x across all key metrics in the last 18... months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.
About the Role:
First and foremost, you are an excellent coach. Your task is to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say ÂThis isnÂt good, and hereÂs whyÂ), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents.
Day-to-Day Responsibilities:
 Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
 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 to agents
 Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
 Listen to team members feedback and resolve any challenges or conflicts
 Initiate consequence management steps in the case of low-performing team members
 Delegate tasks to high potential team members to build a culture of learning and development in the team
 Suggest and lead team building activities for team motivation
Profile Must Haves:
 +2 years of coaching experience  youÂve been directly responsible for helping others improve their performance
 +2 years of customer service experience  you have been in a customer-facing position
System Requirements
 Minimum 15Mbps wired internet connection
 Minimum i5 processor or equivalent
 Minimum 12GB Ram
 Quiet working environment
 Steady power and internet connection
This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.
Tagged as: 1-3 Years, 3-5 Years, 5+ Years Apply Job! Take the Next StepAre you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.
Apply Now