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Customer Support Team Lead

Clipboard -
London

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Job details

Full-time
3 days ago

Benefits

Pay rise

Qualifications

Management
Customer service
Zendesk
Customer support
Root cause analysis

Full job description

About Clipboard

Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.

Founded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

About the Role:

Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 200 team members who serve the 400,000+ (and growing) active professionals on our marketplace. As a Worker Operations Team Lead your primary role is to be an exceptional coach for your team.

Your responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You’re also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively.

Day-to-Day Responsibilities:

Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 9%
Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
Occasionally handling angry customer escalations
Ensure schedule adherence by agents and desired productivity levels
Maintaining coaching logs and providing regular written feedback to agents
Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect
Listen to team members’ feedback and resolve any challenges or conflicts
Initiate consequence management steps in the case of low-performing team members
Delegate tasks to high potential team members to build a culture of learning and development in the team
Suggest and lead team building activities for team motivation

Experience

2+ years of coaching experience – Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement.
2+ years of people management experience – Experience leading customer support teams, driving performance, engagement, and accountability.
2+ years of customer support experience – Strong foundation in delivering exceptional customer service and resolving complex customer issues.

What Success Looks Like in Worker Operations

Customer obsessed – Puts workers at the centre of every decision and consistently delivers a world-class experience.
Data-driven problem solver – Uses data, trends, and root cause analysis to identify issues and deliver sustainable improvements.
Thrives in ambiguity – Adapts quickly to changing priorities, products, and processes while maintaining high performance.
Communicates with clarity – Shares information proactively, aligns stakeholders, and provides clear, actionable feedback.
Bias for action – Takes ownership, moves with urgency, and focuses on delivering outcomes over perfection.
Continuously learns – Quickly develops expertise in new tools, products, and processes, applying that knowledge to improve both personal and team performance.
Raises the talent bar – Invests in coaching, challenges others to improve, and builds a culture of accountability and excellence.
Resilient under pressure – Maintains sound judgement and consistent execution during periods of high volume, incidents, and operational change.

System Requirements

Minimum 15Mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection

This is a fully remote position. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.

Quick Note on Scammers:

Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here.

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