Customer Support Team Leader

Job Description

About the Role

Title: Customer Support Team Leader (HCF Canada)

Location: Canada

Job Description:

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About 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’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work.

About the Role

First and foremost, you are an excellent coach. 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 (you are not afraid to say “this isn’t good, and here’s why”), 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.

Day-to-Day 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 tea

Suggest & lead team building activities for team motivation

Profile Must Haves

Coaching experience – you’ve been directly responsible for help others improve their performance

Customer service experience – you have been in a customer-facing position

Your First Days

30 Days

You become a product expert and dive straight into support, learning how to walk the walk excellently yourself so that you can coach your future agents from a better position.

60 Days

You get your first team and immediately set about evaluating their performance and drafting your first SMART goals for each agent to get them hitting targets. You start leaving regular written feedback to agents and get a coaching rhythm going with them.

90 Days

Your team is hitting above 90% on quality metrics. For the agents not hitting, you have a clear plan for how you expect them to get there and by when.

System Requirements

Minimum 15Mbps wired internet connection

Minimum i5 processor or equivalent

Minimum 12GB Ram

Quiet working environment

Steady power and internet connection

This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST timezones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.