Customer Support Team Lead

About the role

The Worker Operations team at Clipboard is seeking a Customer Support Team Lead to coach, develop, and manage a group of support agents who serve healthcare professionals on our marketplace.

Key responsibilities

• Monitor agent performance on quality, productivity, and attendance, aiming for quality assurance scores above 9%.
• Provide frequent coaching based on QA feedback, metrics, customer surveys, and ticket observations.
• Handle escalated angry customer issues when needed.
• Ensure schedule adherence and desired productivity levels.
• Maintain coaching logs and deliver regular written feedback.
• Navigate support tools such as Zendesk, Metabase, and Amazon Connect.
• Listen to team feedback, resolve conflicts, and manage low‑performing agents.
• Delegate tasks to high‑potential agents and lead team‑building activities.

Required profile

• 2+ years of coaching experience with proven success in structured feedback and performance improvement.
• 2+ years of people‑management experience leading customer support teams.
• 2+ years of direct customer support experience.

Required skills

• Proficiency with Zendesk.
• Experience using Metabase for reporting.
• Familiarity with Amazon Connect.