Customer Support Team Lead

Clipboard Health Inc.

Job Overview

Location

Remote (Philippines)

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Support Team Lead, you will be responsible for coaching and developing a team of customer support agents to deliver exceptional customer service and resolve complex customer issues.
• You will closely monitor agent performance, provide frequent coaching, and handle customer escalations.
• You will ensure schedule adherence, maintain coaching logs, and provide regular written feedback to agents.
• You will be responsible for maintaining high standards for your team, ensuring the customer experience remains the focal point of every discussion, and setting SMART goals for performance improvement.
• You will be hands-on, willing to dive into customer issues directly, and become a product expert to coach your agents effectively.
• You will listen to team members' feedback and resolve any challenges or conflicts.
• You will initiate consequence management steps in the case of low-performing team members and delegate tasks to high potential team members to build a culture of learning and development in the team.
• You will suggest and lead team building activities for team motivation.
• You will be responsible for maintaining a quiet working environment, steady power, and internet connection.

🎯 Requirements

• 2+ years of coaching experience – Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement.
• 2+ years of people management experience – Experience leading customer support teams, driving performance, engagement, and accountability.
• 2+ years of customer support experience – Strong foundation in delivering exceptional customer service and resolving complex customer issues.
• System Requirements – Minimum 15Mbps wired internet connection, Minimum i5 processor or equivalent, Minimum 12GB Ram, Quiet working environment, Steady power and internet connection.

🏖️ Benefits

• This is a fully remote position.
• Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.
• The company is a remote-first team of over 1,000 people building a top Y-Combinator company.
• The company has been profitable since 2022 and is the leader in Long-Term Care staffing and rapidly expanding into Home Health, Hospitals, and more.
• The company provides a platform that connects healthcare professionals with the workplaces that need amazing workers, enabling hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.

Skills & Technologies

Senior

Remote

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Clipboard Health Inc.

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About Clipboard Health Inc.

Clipboard Health is a marketplace that connects healthcare facilities with certified nurses and aides to fill open shifts. The platform lets nurses browse and claim local shifts while giving hospitals, nursing homes, and outpatient centers on-demand access to vetted clinical staff. Software handles credentialing, scheduling, time tracking, and payments, replacing traditional staffing agencies. Founded in 2016, the company operates nationwide in the United States and has facilitated millions of filled shifts across acute and post-acute settings.

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