77 applicants

Company

Clipboard Health · 12 hours ago

Customer Support Team Lead (UK/EU)

United States

Full-time

Remote

Senior Level

2+ years exp

Maximize your interview chances

Health CareMarketplace

Growth Opportunities

Insider Connection @Clipboard Health

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

CoachingSMART GoalsProduct KnowledgeCustomer-Centric MindsetZendeskMetabaseFive9

Required

+2 years of coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.

+2 years of team leadership experience – You’ve directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.

+2 years of customer service experience – You’ve worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.

Excellent communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.

Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.

Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods.

Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently.

Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track.

Strong product and process knowledge – You’re quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively.

Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service.

Minimum 15Mbps wired internet connection

Minimum i5 processor or equivalent

Minimum 12GB Ram

Quiet working environment

Steady power and internet connection