Remote Customer Support Team Coach & Performance Lead

Clipboard; Canada; Remote; CAD 85,000 - 110,000; Full time

Job summary

Clipboard is hiring a Worker Operations Team Lead to coach a 200+ person support team serving 400,000+ active professionals. The role focuses on coaching, feedback, and performance improvement to maintain exceptional customer experiences.

You will drive QA, manage escalations, and collaborate with Zendesk, Metabase, and Amazon Connect to deliver consistent results while fostering a culture of accountability and growth.

Qualifications

• 2+ years of coaching experience.
• 2+ years of people management experience.
• 2+ years of customer support experience.

Responsibilities

• Closely monitoring agent performance with QA targets above 9%.
• Providing frequent coaching based on QA feedback, metrics, and surveys.
• Handling occasional escalations and ensuring scheduling adherence.

Skills

Coaching

People management

Customer support

Tools

Zendesk

Metabase

Amazon Connect

Job description

Clipboard is hiring a Worker Operations Team Lead to coach a 200+ person support team serving 400,000+ active professionals. The role focuses on coaching, feedback, and performance improvement to maintain exceptional customer experiences.

You will drive QA, manage escalations, and collaborate with Zendesk, Metabase, and Amazon Connect to deliver consistent results while fostering a culture of accountability and growth.