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.

Please note: from Dec 23- Jan 1 responses and updates for the position will be slow as we are celebrating the holiday season. We welcome your application however and will get back to you as soon as possible on Jan 2nd

Customer Support Team Leader (Remote)

We’re looking for a motivated Customer Support Team Leader to lead a remote team that supports healthcare facilities, ensuring exceptional service delivery to our clients. This role offers flexibility, requiring only 3-4 hours of overlap with EST working hours.

Key Responsibilities

Lead and coach a team to meet performance goals in quality, productivity, and attendance.
Provide constructive feedback and development plans to drive team growth.
Handle customer escalations professionally, resolving complex issues promptly.
Monitor team performance, identify improvement areas, and implement solutions.
Suggest and drive process improvements to optimize workflows and customer satisfaction.

What We’re Looking For

Leadership Experience: 2+ years of leading teams and coaching members to achieve their goals.
Customer-Facing Expertise: Proven experience in customer-facing roles with a strong focus on delivering exceptional service.

What to Expect in Your First 90 Days

30 Days: Learn the tools, processes, and challenges of the support environment.
60 Days: Take ownership of a team, set performance goals, and start regular coaching.
90 Days: Drive team performance to meet high-quality standards and implement improvement plans where needed.

Work Environment

Fully remote, requiring only 3-4 hours of overlap with EST working hours.

Why Join Us?

Impact: Lead teams supporting healthcare facilities, making a difference in critical services.
Global Team: Collaborate with talented individuals worldwide.
Career Growth: Opportunities for professional development and advancement.
Flexibility: Enjoy remote work with a schedule that fits your lifestyle.

System Requirements:
In addition, you should have:

A minimum of 15 Mbps wired internet connection.
A computer with an i5 processor (or equivalent) and at least 12GB RAM.
A quiet, dedicated workspace with a steady power and internet connection.

If you are passionate about coaching, leadership, and delivering outstanding customer experiences, apply now and join our team in setting the standard for excellent support!

Apply for this Job

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In which country do you currently reside? *

What is your expected compensation per year in USD? *

Please confirm you have read the following System Requirements for this role: *

System Requirements details

How do you currently measure the success of your team and direct report? Why? *

Kelly works four hours a day on tickets and solves on average 38 tickets per day. Brian works five hours per day and solves 45 tickets per hour. Marvin works six hours a day on tickets and solves on average 59 tickets per day. Linda works five and a half hours a day on tickets and solves 53 tickets per day. Who solves the most tickets per hour? *

Voice prompt question | One of your agents frequently makes the same mistake despite previous feedback. How would you approach this situation to ensure improvement? *

Respond to the following voice prompt as if you were actually speaking to the agent. We do not want you to walk us through your thought process with an explanation. Instead, provide a direct and genuine feedback to the agent. Use Vocaroo to record your response, then post the link in the space provided below.

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Have you ever worked for Clipboard Health, either Directly or through any of the BPOs contracted by Clipboard Health? *

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Customer Support Team Leader