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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 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 while keeping customer experience at the center of every decision.
Day-to-day, you will monitor agent performance across quality, productivity, and attendance metrics (targeting QA scores above 90%). You provide frequent coaching based on QA feedback, metrics, customer surveys, and ticket observations. You occasionally handle escalated customer issues directly, ensure schedule adherence, maintain coaching logs, and deliver regular written feedback. You navigate support tools including Zendesk, Metabase, and Amazon Connect. You listen to team feedback, resolve conflicts, initiate performance management when needed, delegate to high-potential team members, and organize team-building activities.
You 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 in this role means being customer-obsessed, data-driven, thriving in ambiguity, communicating with clarity, acting with bias toward outcomes, continuously learning new tools and processes, raising the talent bar through coaching, and remaining resilient under pressure. The role requires a minimum 15Mbps wired internet, i5 processor or equivalent, 12GB RAM, a quiet working environment, and steady power/internet. You must maintain overlapping working hours with EST and PST time zones and be available for weekend shifts as needed.
