Clipboard Health

2 weeks ago

Customer Support Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Lead the Worker Operations customer support team by coaching agents through structured feedback, SMART performance goals, and root-cause analysis of quality, productivity, and attendance metrics. Maintain QA standards (including quality assurance scores above 9%), handle escalations when needed, and document coaching via regular feedback logs. Stay hands-on with customer issues and become a product expert while using tools like Zendesk, Metabase, and Amazon Connect.

Location: Mexico City

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Closely monitor agent performance on quality, productivity, and attendance metrics to maintain QA scores above 9%.
•Provide frequent coaching based on QA feedback, metrics, customer surveys, and ticket observations.
•Handle occasional customer escalations and ensure schedule adherence and desired productivity levels.
•Maintain coaching logs and deliver regular written feedback aligned to team standards.
•Use support tools (e.g., Zendesk, Metabase, Amazon Connect) to stay hands-on with issues and become a product expert for effective coaching.

Key Requirements

•2+ years of coaching experience using structured feedback and development planning to improve performance.
•2+ years of people management experience leading customer support teams with performance, engagement, and accountability.
•2+ years of customer support experience resolving complex customer issues and delivering exceptional service.
•Ability to use data and root-cause analysis to identify performance issues and drive sustainable improvements.
•Comfort working in support environments and tools such as Zendesk, Metabase, and Amazon Connect.

Experience:2+ yearsCustomer supportCustomer experience

Skills:CoachingPeople managementData-driven problem solvingCommunicationAccountability

Tech Stack:ZendeskMetabaseAmazon Connect

Company Brief

Clipboard Health

Clipboard Health operates an app-based marketplace that connects nurses, CNAs, and other healthcare professionals with facilities needing to fill open shifts, providing flexible work opportunities and real‑time shift matching.

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Growth: Growth Stage Startup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2016

Glassdoor: 3.8

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Clipboard Health

2 weeks ago

Customer Support Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Location: Mexico City

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Closely monitor agent performance on quality, productivity, and attendance metrics to maintain QA scores above 9%.
•Provide frequent coaching based on QA feedback, metrics, customer surveys, and ticket observations.
•Handle occasional customer escalations and ensure schedule adherence and desired productivity levels.
•Maintain coaching logs and deliver regular written feedback aligned to team standards.
•Use support tools (e.g., Zendesk, Metabase, Amazon Connect) to stay hands-on with issues and become a product expert for effective coaching.

Key Requirements

•2+ years of coaching experience using structured feedback and development planning to improve performance.
•2+ years of people management experience leading customer support teams with performance, engagement, and accountability.
•2+ years of customer support experience resolving complex customer issues and delivering exceptional service.
•Ability to use data and root-cause analysis to identify performance issues and drive sustainable improvements.
•Comfort working in support environments and tools such as Zendesk, Metabase, and Amazon Connect.

Experience:2+ yearsCustomer supportCustomer experience

Skills:CoachingPeople managementData-driven problem solvingCommunicationAccountability

Tech Stack:ZendeskMetabaseAmazon Connect

Company Brief

Clipboard Health

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Growth: Growth Stage Startup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2016

Glassdoor: 3.8

Website LinkedIn Glassdoor