Customer Support Team Lead
Skills
- Coaching and development of team members.
- Customer service and escalation handling.
- Goal setting using SMART criteria.
- Strong communication and problem-solving skills.
- Adaptability to shifting priorities and customer needs.
- Product and process expertise.
- Ability to thrive under pressure.
Responsibilities
- Monitor agent performance focusing on quality, productivity, and attendance.
- Provide frequent coaching based on QA feedback, metrics, and customer survey data.
- Handle escalated customer issues and resolve conflicts within the team.
- Ensure schedule adherence and maintain productivity standards.
- Maintain coaching logs and deliver regular feedback to team members.
- Navigate support tools such as Zendesk, Metabase, and Amazon Connect.
- Delegate tasks to develop high-potential team members.
- Suggest and lead team-building activities to motivate the team.
Education
- No specific degree requirement stated but relevant education considered in compensation.
Benefits
- Fully remote work allowing location flexibility.
- Opportunity to work within a profitable, fast-growing Series C company.
- Engage with a mission-driven organization improving lives in healthcare.
- Work with a diverse, global remote team.
Average salary estimate
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Clipboard Health operates a technology-enabled platform that links healthcare professionals to facilities requiring temporary staff, offering flexibility and addressing workforce shortages.
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