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 professionals to book on-demand shifts and facilities to access on-demand talent.
About Clipboard Health:
Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.
Overview
Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 300 team members who serve the 60,000+ (and growing) active professionals on our marketplace. We have a fully stacked team from customer support agents to operations managers, to data engineers, and everything in between.
About the Role:
As a Customer Support Manager in the W-Ops department, you play a key role in maintaining these standards through strong leadership, accountability, and operational excellence.
You drive performance by coaching, providing clear feedback, and training agents to correct defects. You set high standards, hold your team accountable, and keep the customer experience at the core of every decision. You establish SMART goals, ensure effective feedback, and lead by example by becoming a product expert.
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 and desired productivity levels
- Maintaining coaching logs and providing regular written feedback to agents
- Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
- Listen to team members’ feedback and resolve any challenges or conflicts
- Initiate consequence management steps in the case of low-performing team members
- Delegate tasks to high potential team members to build a culture of learning and development in the team
- Suggest and lead team building activities for team motivation
Profile Must Haves:
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 individuals should be able to work overlapping hours with EST/PST time zones and be available for weekend shifts if needed in case of emergencies. In return, you’ll have the flexibility to take time off on other days of the week.