Customer Operations Team Leader at 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 have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. Your task if to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards, keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and are able to become a product expert in order to serve as an excellence coaching source for your agents. 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 & desired productivity levels - Maintaining coaching logs and providing regular written feedback to agents - Comfortably navigating our support environment, which includes tools such as Zendesk, Metabase, and Five9 - Listen to team members’ feedback and resolve any issues or conflicts - Initiate consequence management steps in case of low performance by team members - Delegate tasks to high potential team members to build a culture of learning & development in the team - Suggest & lead team building activities for team motivation

Customer Operations Team Leader

Responsibilities

Skills wanted:

Language(s) required:

About Clipboard Health:

mission:

Job benefits for full-time members:

www.clipboardhealth.com/careers

Admin access needed