SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Clipboard Health is a Y Combinator-backed, profitable marketplace connecting healthcare professionals with facilities across the US. Founded in 2016, the company has grown to over 1,000 employees and serves 400,000+ active healthcare workers, with rapid expansion into Home Health, Hospitals, and beyond.
As a Customer Support Team Lead in Worker Operations, you will manage and coach a team of support agents serving the supply-side (workers) of the marketplace. Your primary responsibility is to be an exceptional coach, providing constructive feedback, identifying root causes of performance issues, and training agents to improve. You maintain high standards while keeping customer experience at the center of every decision.
Day-to-day responsibilities include: monitoring agent performance across quality, productivity, and attendance metrics (targeting QA scores above 90%); providing frequent coaching based on QA feedback, metrics, and customer surveys; handling escalated customer issues; ensuring schedule adherence and productivity levels; maintaining coaching logs and written feedback; navigating support tools like Zendesk, Metabase, and Amazon Connect; resolving team conflicts; managing performance improvement for underperforming agents; delegating tasks to high-potential team members; and organizing team-building activities.
You'll need 2+ years of coaching experience with demonstrated success in structured feedback and development planning; 2+ years of people management experience leading customer support teams; and 2+ years of customer support experience. Success in this role requires being customer-obsessed, data-driven, comfortable with ambiguity, clear in communication, action-oriented, continuously learning, focused on raising talent standards, and resilient under pressure.
This is a fully remote position with expectations to maintain overlapping working hours across EST and PST time zones and availability for weekend shifts as needed. System requirements include 15Mbps+ wired internet, i5+ processor, 12GB+ RAM, quiet environment, and stable power/connectivity.
