Clipboard Health · 8 hours ago

Customer Support Team Lead (USA/Canada)

United States

Full-time

Remote

Senior Level

2+ years exp

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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

Qualification

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Coaching experienceCustomer service experienceTeam leader experienceSetting SMART goalsProblem-solving mindsetManaging under pressureZendeskMetabaseFive9

Required

+2 years of coaching experience – You’ve been directly responsible for mentoring and guiding others to improve their performance through structured feedback and training.

+2 years of team leader experience – You’ve successfully led a team, driving results, managing day-to-day operations, and creating a positive and productive team culture.

+2 years of customer service experience – You’ve worked in a customer-facing role, ensuring high-quality service delivery and maintaining customer satisfaction.

Strong communication skills – You’re able to articulate clear and actionable feedback to your team, as well as communicate effectively with different stakeholders.

Problem-solving mindset – You excel at identifying performance gaps and finding creative, effective solutions to improve both team and individual results.

Ability to manage under pressure – You can handle high-pressure situations and lead your team through challenges without compromising on quality or customer experience.

Proven track record in setting and achieving SMART goals – You’re comfortable setting specific, measurable, achievable, relevant, and time-bound goals for your team and ensuring follow-through.

Minimum 15Mbps wired internet connection

Minimum i5 processor or equivalent

Minimum 12GB Ram

Quiet working environment

Steady power and internet connection