Customer Support Team Leader

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

Customer Support Team Leader (Remote)

About the Role:

This role leads a team of customer support agents who are responsible for helping our partners at healthcare facilities get the most out of our platform. Reporting into the head of HCF Support Operations, this is a pivotal role in leading and coaching a high-performing team of customer support agents. Your ability to inspire, mentor, and develop your team will be critical in maintaining the highest levels of customer satisfaction. If you are passionate about coaching, leadership, and delivering outstanding customer experiences then apply now! We are excited for you to join our team in setting the standard for excellent support.

A day in the life of a Customer Support Team Leader

Team Leads will spend time ensuring healthcare facilities have excellent experiences interacting with our customer support team. This will include reviewing agent performance - diving deep into both metrics and specific tickets, identifying process issues and areas for improvement, collaborating with supporting teams like training & QA, and working cross-functionally with other departments like product & sales. They may host team huddles to stress points of emphasis, draft defect hunt documents to identify root causes of issues and propose fixes, and share regularly written feedback to clearly communicate where a team member's performance stands, what their goals are, and how they can improve to achieve those goals. 

Day-to-Day Responsibilities

• Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics.
• Provide regular, constructive feedback based on quality assurance (QA) scores, customer survey responses, and ticket observations.
• Create personalized development plans that align with individual performance goals.
• Handle customer escalations with poise and professionalism, stepping in to resolve complex or high-priority issues as needed.
• Drive performance improvement initiatives by setting SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) for your team, ensuring clear paths for growth and success.
• Monitor and report on team performance, identifying trends, strengths, and areas for improvement.
• Maintain accurate coaching logs and feedback records for each agent.
• Ensure schedule adherence and productivity standards are met, aligning with the company’s operational goals.
• Foster a culture of learning and development by delegating tasks to high-potential team members and organizing team-building activities to enhance collaboration and morale.
• Actively contribute to process improvements, suggesting and implementing strategies to optimize workflow, customer satisfaction, and team efficiency.
• Be a product and process expert, guiding your team with deep knowledge of our tools, services, and customer needs to ensure they are equipped for success.
• Diagnose the root cause o