Customer Experience Specialist

📋 Description

• • Provide fast, accurate, and empathetic customer support to over 60,000 healthcare professionals via chat, voice, and email across multiple time zones
• • Resolve real-time issues related to shift scheduling, payment discrepancies, platform access, and onboarding challenges for workers using Clipboard’s app-based marketplace
• • Investigate and document customer cases using CRM tools including Zendesk and Salesforce, ensuring complete and precise record-keeping for compliance and operational insight
• • Independently troubleshoot complex operational issues using sound judgment, escalating only when necessary and ensuring clear handoffs when required
• • Personalize all customer communications while maintaining a professional, confident, and supportive tone aligned with company values of unreasonably fast service, ownership, and uncomfortably high standards
• • Proactively identify recurring customer pain points, workflow inefficiencies, and platform usability gaps to recommend operational improvements that enhance the worker experience
• • Guide new healthcare professionals through the onboarding process, helping them navigate the platform and build confidence in using it to secure work opportunities
• • Maintain high levels of accuracy and attention to detail when processing sensitive information related to payments, credentials, and scheduling
• • Operate effectively in a fast-paced, high-ownership environment where priorities shift rapidly and self-direction is required
• • Collaborate with team members to share best practices, support peer development, and contribute positively to team performance and culture
• • Adhere to 24/7 operational needs by working a 5-day schedule within a 7-day week, including mandatory availability on both Saturdays and Sundays
• • Uphold company values in every customer interaction, ensuring consistent, respectful, and solution-oriented support experiences
• • Utilize Google Workspace tools—Docs, Sheets, and Gmail—to manage tasks, track progress, and document solutions efficiently
• • Contribute to team-wide initiatives aimed at improving response times, reducing escalations, and increasing customer satisfaction metrics
• • Stay current with platform updates, policy changes, and operational procedures to ensure accurate and up-to-date guidance is provided to users
• • Balance multiple concurrent conversations and cases without compromising quality, speed, or empathy in customer interactions
• • Participate in scheduled training sessions and knowledge refreshers to maintain proficiency in system tools and support protocols
• • Serve as a frontline advocate for worker needs, translating customer feedback into actionable insights for product and operations teams