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Job Description
Clipboard Health is seeking a Customer Support Team Lead to join their Worker Operations team. This role involves coaching team members, providing constructive feedback, and ensuring high standards of customer experience. The Team Lead will monitor agent performance, handle customer escalations, and contribute to team motivation and development. This is a fully remote position open to candidates in South America, Africa, and the Caribbean.
Role Involves:
- Monitoring agent performance and maintaining quality assurance.
- Providing coaching and feedback to agents.
- Handling customer escalations.
- Ensuring schedule adherence and productivity.
- Maintaining coaching logs and providing written feedback.
- Navigating support tools like Zendesk, Metabase, and Amazon Connect.
- Resolving team challenges and conflicts.
- Delegating tasks and leading team-building activities.
Requirements:
- +2 years of coaching experience.
- +2 years of management experience in customer service.
- +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.
- Minimum 15Mbps wired internet connection.
- Minimum i5 processor or equivalent.
- Minimum 12GB Ram.
- Quiet working environment.
- Steady power and internet connection.
Clipboard Health offers:
- A fully remote position.
- A compensation range of USD $24,000 to $50,000 annually.
- Opportunity to work with a global team.
