Customer Support Team Lead

Clipboard Health
United States, Mexico City
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Coaching","People management","Data-driven problem solving","Communication","Accountability"]

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.

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FursaFursa
Clipboard Health
Clipboard Health
2 days ago

Customer Support Team Lead

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

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: United States, 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
Glassdoor: 3.8
WebsiteLinkedInGlassdoor