Company: Clipboard Health
Location: Fully Remote (United States)
Employment Type: Full-Time
Compensation: $90,000–$110,000 annually (based on experience, qualifications, and location)
About the Company
Clipboard Health is a fast-growing Series C marketplace connecting healthcare facilities with on-demand healthcare professionals. With a mission to lift people up the socioeconomic ladder, the company fills millions of shifts annually across the U.S. and has been profitable since 2022. Clipboard Health operates with a fully remote team of 600+ people worldwide.
About the Role
The Customer Support Team Lead will oversee a team within Worker Operations, which manages end-to-end operations and support for 60,000+ active professionals. The role requires exceptional coaching skills, a strong customer focus, and the ability to lead a high-performing team while diving into customer issues when needed.
Key Responsibilities
- Monitor team performance, focusing on quality, productivity, and attendance metrics
- Provide structured coaching based on QA feedback, customer surveys, and observations
- Handle escalated customer issues when necessary
- Ensure adherence to schedules and productivity targets
- Maintain coaching logs and deliver regular written feedback
- Resolve team challenges and foster collaboration
- Manage performance issues with clear action steps
- Lead team-building initiatives and delegate tasks for development
- Become a product expert to guide and train agents effectively
Qualifications
Required:
- 2+ years of coaching experience with a proven record of performance improvement
- 2+ years of management experience in customer service
- 2+ years of customer-facing service experience
- Excellent communication and problem-solving skills
- Proven ability to set and achieve SMART goals
- Adaptability to shifting priorities and customer needs
- Strong product/process learning ability
- Customer-first mindset
Technical Requirements:
- Minimum 15 Mbps wired internet connection
- Minimum i5 processor or equivalent
- 12 GB RAM or higher
- Quiet, dedicated workspace
- Reliable power and internet connection
Schedule
- Fully remote position
- Must maintain overlapping hours with EST and PST
- Weekend availability as needed
Why Join Clipboard Health?
- Mission-driven, profitable company
- Fully remote work flexibility
- Opportunity to lead and develop a high-impact team
- Collaborative, fast-paced environment