Customer Support Team Leader (UK) at Clipboard Health | Torre
Customer Support Team Leader (UK)
Clipboard Health
Clipboard Health

Customer Support Team Leader (UK)

Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

location_on
Remote (anywhere)
skeleton-gauges
You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Review preferences

Posted about 2 years ago

Responsibilities & more

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
This job opening is closed.
Save time and money You can centralize your candidate pipeline with Torre's AI for free. Exclusively for reputable companies.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)

Thank you

Thank you

check_circle

Payment confirmed

Torre Hunt

Torre Hunt

A member of the Torre team will contact you shortly

In the meantime, continue adding information to your job opening.