Customer Support Team Lead

The role

You will act as a coach for a team of agents within Worker Operations. You will provide feedback, monitor performance metrics, and handle customer escalations to support the supply-side of the marketplace.

What you will do

• Monitor agent performance regarding quality, productivity, and attendance
• Provide frequent coaching based on QA feedback, metrics, and customer survey responses
• Handle angry customer escalations
• Ensure schedule adherence and desired productivity levels
• Maintain coaching logs and provide regular written feedback
• Navigate support tools including Zendesk, Metabase, and Amazon Connect
• Listen to team members feedback and resolve challenges or conflicts
• Initiate consequence management for low-performing team members
• Delegate tasks to high potential team members
• Suggest and lead team building activities

Required qualifications

• 2+ years of coaching experience
• 2+ years of people management experience
• 2+ years of customer support experience
• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Before you apply

• Application Review
• Case Study
• First Round Interview/Case Discussion
• Interview with Head of Worker Support

About the company

Clipboard is a remote-first team of over 1,000 people that operates an app-based marketplace connecting healthcare professionals with workplaces. They are a leader in Long-Term Care staffing.