Clipboard Health · 2 days ago

Customer Support Team Leader

United States

Full-time

Remote

Entry, Mid 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

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.

CoachingZendeskMetabaseFive9Quality AssurancePerformance MetricsSMART GoalsTeam Building Activities