🌍 Remote | Eligible Regions: Canada, Europe, South Africa, Asia, Latin America
🕓 Full-Time | 🌐 Rotating Roster | 🧾 Onboarding, Compliance & Fraud Prevention
🧾 About the Role
Clipboard Health is seeking a sharp, detail-driven Customer Support Team Lead to manage a specialized Documents Team responsible for onboarding, fraud detection, and compliance. This is a fully remote, non-US role supporting healthcare professionals using our app-based marketplace.
Your mission: ensure safe, fast, and compliant onboarding by leading Tier 1 agents in reviewing documentation, mitigating risk, and resolving edge cases. You’ll drive team performance, manage queue operations, and serve as a key liaison across departments.
✅ What You’ll Own
👥 Team Leadership & Performance
• Manage and coach a team of Tier 1 agents
• Run 1:1s, monitor KPIs (QA, TAT, error rates), and lead performance reviews
• Guide agents in evaluating risk, writing clearly, and collaborating cross-functionally
📋 Queue Oversight & Operations
• Oversee daily document queues and unread case resolution
• Step in on complex or ambiguous cases
• Balance shift coverage and ensure SLAs are met across time zones
🛡 Quality & Risk Management
• Ensure decisions follow documentation standards and policies
• Track common errors and escalate systemic issues
• Coordinate with Legal and QA teams to enforce compliance
🤝 Cross-Functional Collaboration
• Act as point-of-contact for Sales, Support, Product, and Legal on doc-related issues
• Represent your team in operational syncs
• Help unblock onboarding workflows with speed and clarity
📚 Training & Process Improvement
• Train and onboard new Tier 1 agents
• Deliver hands-on coaching for complex case types
• Identify workflow friction and propose improvements
🎯 What You Bring
• Experience managing or coaching frontline support/compliance/documentation agents
• Strong operational instincts—you’re confident managing queues and shifting priorities
• Excellent written communication and coaching skills
• Judgment under uncertainty—you’re comfortable with nuance and ambiguity
• Attention to detail and a passion for solving complex operational puzzles
Bonus: Experience in credentialing, healthcare ops, or trust & safety environments
💡 Why This Role Matters
Every approved shift begins with a verified, trusted professional. You and your team ensure that nothing slips through the cracks—no missing documents, no unchecked risk, no delay in patient care. Your leadership directly impacts safety, speed, and trust on our platform.
💻 System Requirements
• Wired internet (15+ Mbps)
• i5 processor (or equivalent), 12GB+ RAM
• Quiet, distraction-free workspace
• Reliable power and internet backup
⏰ Schedule & Availability
• Fully remote
• Must maintain overlapping EST/PST hours
• Weekend availability required as needed
✍️ Call to Action
Ready to lead the team that gets healthcare professionals on the job safely and swiftly?
Apply now to join Clipboard Health and help power the future of healthcare staffing.