🌍 Remote — Canada | UK | Europe | 💼 Full-Time | Rotating Shifts | 💵 $50,000–$90,000 USD (based on experience & location)
🧾 About the Role
Clipboard Health is transforming healthcare staffing—and at the heart of that mission is our support team. We’re seeking a Customer Support Team Lead to help us level up operations for the 60,000+ professionals using our platform.
You’ll be responsible for performance coaching, team productivity, and setting high standards of excellence in every customer interaction. You’re not just a people manager—you’re a hands-on coach, a quality watchdog, and a builder of culture. If you’re ready to inspire a team and improve lives through better service, this role is for you.
✅ What You’ll Own
🎯 Coaching & Feedback
• Deliver regular, actionable coaching based on QA reviews, KPIs, and real ticket insights
• Help agents set and achieve SMART goals
• Lead by example—jump into tough tickets and escalations when needed
📊 Performance Management
• Monitor agent metrics across quality, productivity, and attendance
• Ensure QA scores stay above 90% and escalate concerns as needed
• Run 1:1s, maintain coaching logs, and lead performance reviews
🧩 Operational Oversight
• Promote schedule adherence and help manage shift coverage
• Identify gaps in tools, knowledge, or processes and escalate accordingly
• Delegate ownership tasks to high-potential agents and foster team growth
🧠 Strategic Team Leadership
• Navigate and support tools like Zendesk, Metabase, and Amazon Connect
• Promote a collaborative, feedback-driven environment
• Lead or contribute to team-building efforts to maintain morale and motivation
🎯 What We’re Looking For
• 2+ years of coaching experience (structured feedback, agent development)
• 2+ years of team management in a customer support or operations setting
• 2+ years of hands-on customer service experience
• Pro at setting and hitting SMART goals
• Excellent communicator with clear, confident written and spoken English
• Calm under pressure, quick on your feet, and comfortable with change
• Deep understanding of customer-first service thinking
• Fast learner of tools and systems; confident with technical platforms
• Thrives in a fast-moving, 24/7 remote-first team
🖥 System Requirements
• Wired internet (15 Mbps minimum)
• Laptop or desktop with:
• Minimum i5 processor (or equivalent)
• 12GB+ RAM
• Quiet, professional home workspace
• Steady power and internet supply
• Available for overlapping hours with EST and PST, including weekends as needed
💡 Why Join Clipboard Health
• 100% Remote with a global, mission-driven team
• Help shape the future of on-demand healthcare staffing
• Be part of a profitable, fast-growing Series C startup
• Make a real difference in the lives of healthcare professionals
✍️ Apply Now
If you’re a coach at heart with the drive to build high-performing teams and a passion for service excellence—we want to hear from you. Help us keep raising the bar.