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Clipboard Health is a Y Combinator-backed, profitable marketplace connecting healthcare professionals with facilities across the U.S. The Worker Operations team manages end-to-end support for 400,000+ active healthcare workers on the platform.
As a Customer Support Team Lead, you will manage and coach a team of support agents serving the supply-side 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, ensure quality assurance scores stay above 9%, and keep customer experience at the center of every decision.
Day-to-day, you'll monitor agent performance across quality, productivity, and attendance metrics; provide frequent coaching based on QA feedback and ticket observations; handle escalated customer issues; ensure schedule adherence; maintain coaching logs and written feedback; navigate support tools like Zendesk, Metabase, and Amazon Connect; resolve team conflicts; manage consequence steps for underperformers; delegate tasks to high-potential team members; and organize 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 leading customer support teams; and 2+ years of customer support experience delivering exceptional service and resolving complex issues. Success requires being customer-obsessed, data-driven, comfortable with ambiguity, clear in communication, action-oriented, continuously learning, focused on raising talent, and resilient under pressure.
This is a fully remote position based in the Philippines. You must maintain overlapping working hours with EST and PST time zones and be available for weekend shifts as needed. System requirements: minimum 15Mbps wired internet, i5 processor or equivalent, 12GB RAM, quiet working environment, and steady power/internet.
