Customer Experience Specialist

📋 Description

• • Deliver fast, accurate, and empathetic customer support to over 60,000 healthcare professionals via chat, voice, and email, resolving real-time issues related to shifts, payments, onboarding, and platform functionality
• • Investigate and resolve customer cases using Zendesk and Salesforce, ensuring all interactions are documented with clarity and precision to maintain operational integrity
• • Troubleshoot platform-related issues independently, applying sound judgment to determine when to escalate and when to resolve without supervisor intervention
• • Personalize communication with workers by maintaining a confident, professional, and supportive tone while adhering to company standards for tone and response quality
• • Guide new healthcare professionals through the onboarding process, helping them navigate the platform, understand payment structures, and build confidence in using the system
• • Identify recurring customer issues, workflow gaps, and systemic operational pain points to contribute actionable insights for improving the worker experience and platform efficiency
• • Uphold company values—including unreasonably fast response times, ownership of outcomes, and uncomfortably high standards—in every interaction with workers and internal stakeholders
• • Work within a 24/7 operational model, maintaining availability across a 5-day schedule within any 7-day period, including mandatory Saturday and Sunday coverage as assigned by business needs
• • Collaborate with team members to share best practices, escalate systemic issues, and contribute to knowledge base development for team-wide consistency in support delivery
• • Monitor and respond to customer inquiries with urgency and accuracy, ensuring resolution timelines are met while maintaining high customer satisfaction metrics
• • Adapt quickly to shifting priorities in a fast-paced, high-growth environment where operational demands and platform updates can change rapidly
• • Maintain compliance with data privacy and operational protocols while handling sensitive worker information including payment details and scheduling records
• • Proactively seek opportunities to improve processes by suggesting enhancements to workflows, documentation, or tool usage based on frontline experience
• • Participate in training sessions and feedback loops to continuously improve personal performance and contribute to team development
• • Represent Clipboard Health as a trusted point of contact for healthcare professionals, fostering trust and long-term engagement with the platform
• • Maintain high standards of professionalism and emotional resilience while managing high-volume, high-stakes interactions under pressure
• • Ensure all communication reflects the company’s commitment to uplifting communities by treating every worker with dignity, respect, and responsiveness
• • Contribute to a culture of accountability, collaboration, and continuous improvement within the Worker Operations team
• • Adhere to all hiring and operational guidelines outlined by Clipboard Health, including strict adherence to anti-scam policies and data security protocols