Customer Support Team Leader at Clipboard Health

  • Full Time
  • Remote
  • remote

Website Clipboard Health

Customer Support Team Leader

We exist to lift as many people up the socioeconomic ladder as possible. The average nursing assistant without a college degree makes $36k a year; the average nursing assistant on Clipboard Health makes $53k a year and the top 5% make $74k a year. We dramatically improve lives, by letting healthcare professionals turn extra time & ambition into career growth. We have healthcare professionals texting us photos of a car they were finally able to buy, a school & church they’re building in their native Haiti with money they earn here, and more.

We’re a post Series B, extremely fast growing startup with classic two-sided network effects. We’ve grown 6x (across all key metrics) in the last 11 months and need your help to keep growing to serve more healthcare professionals, healthcare facilities, and patients. We are hiring a Customer Support Team Leader to join our team.

Roles & Responsibilities

  1. Create an inspiring team environment with an open communication culture
  2. Set clear team goals & oversee day to day team operations
  3. Hiring, induction & coaching of team members
  4. Deliver the key support metrics like Quality, AHT, PKT scores, Repeat caller & CSAT
  5. Responsible for ensuring schedule adherence by agents & desired productivity levels
  6. Monitor performance trends of the team members on various support metrics
  7. Analyze training needs & conduct 1-2-1 coaching sessions for bottom quartile agents
  8. Encourage the team towards customer centricity & recommend process/product enhancements
  9. Listen to team members’ feedback and resolve any issues or conflicts
  10. Initiate consequence mgmt steps as per company policy in case of consistent low performance by team members
  11. Delegation of tasks to high potential team members to build a culture of learning & development in the team
  12. Conducting weekly reviews & documentation of feedback
  13. Suggest & lead team building activities for team motivation & better rapport

Skill Set requirement

  1. Minimum 2 years of Team leader experience
  2. Excellent communication skills
  3. Strong computer skills specially Ms-Office
  4. Ability to motivate the team towards defined goals
  5. Strong negotiation skills & self confidence
  6. Thinks Outside-in – placing company & customer interests above team
  7. High on integrity & analytics skills

To apply for this job please click on -> boards.greenhouse.io.

Customer Support Team Leader at Clipboard Health

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