Customer Experience Specialist

📋 Description

• • Provide fast, accurate, and empathetic customer support to over 60,000 healthcare professionals via chat, voice, and email on Clipboard’s platform
• • Resolve real-time issues related to shift scheduling, payment discrepancies, onboarding hurdles, and platform functionality
• • Investigate and troubleshoot cases independently using CRM tools including Zendesk and Salesforce, ensuring precise documentation for all interactions
• • Maintain a confident, professional, and helpful tone while personalizing communication to build trust and confidence with users
• • Guide new healthcare professionals through the platform onboarding process to help them quickly become confident and self-sufficient users
• • Identify recurring customer issues, operational bottlenecks, and workflow gaps, then propose actionable improvements to enhance the worker experience
• • Uphold Clipboard’s core values—unreasonably fast, ownership, and uncomfortably high standards—in every customer interaction
• • Work within a 24/7 operational environment, adhering to a 5-day work week within a 7-day schedule that includes Saturday and Sunday availability
• • Collaborate effectively with team members to ensure consistent service quality and contribute positively to team performance and culture
• • Adapt quickly to shifting priorities in a high-paced, high-ownership environment where initiative and self-direction are required
• • Utilize Google Workspace tools including Docs, Sheets, and Gmail for documentation, reporting, and cross-functional coordination
• • Escalate complex issues appropriately after applying sound judgment and exhaustively documenting context and steps taken
• • Proactively monitor customer feedback patterns to inform operational enhancements and support product development insights
• • Maintain strict compliance with internal protocols and data privacy standards while handling sensitive worker and employer information
• • Participate in ongoing training and knowledge sharing to stay current with platform updates, policy changes, and support best practices
• • Demonstrate resilience and emotional intelligence when managing high-volume, emotionally charged interactions in a remote setting
• • Contribute to a supportive, collaborative team culture by sharing insights, assisting peers, and fostering a solutions-oriented mindset
• • Align daily work with the company’s mission to uplift communities by enabling financial stability for healthcare workers and improving access to essential care