Remote Customer Support Team Lead - Coaching & Ops

Clipboard Health LLC; Canada; Remote; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Fully remote

Job summary

Clipboard Health LLC is hiring a fully remote Worker Operations Team Lead to coach and develop a 200+ member operations team serving 400,000+ active professionals. You will drive coaching, performance improvements, and high-quality customer support while hands-on resolving issues.

Expertise in QA, metrics, and coaching logs, with experience using Zendesk, Metabase, and Amazon Connect, will be essential to lift the team and customer experience at scale.

Qualifications

• 2+ years coaching individuals through feedback and development plans.
• 2+ years leading customer support teams with accountability.
• 2+ years delivering exceptional customer service and resolving issues.

Responsibilities

• Coach agents to improve QA, productivity and attendance.
• Provide regular feedback based on metrics and surveys.
• Handle escalations and maintain coaching logs.
• Ensure adherence to schedules and productivity targets.
• Leverage Zendesk, Metabase and Amazon Connect daily.

Skills

Coaching

People management

Customer support

Quality metrics

Training

Tools

Zendesk

Metabase

Amazon Connect

Job description

Clipboard Health LLC is hiring a fully remote Worker Operations Team Lead to coach and develop a 200+ member operations team serving 400,000+ active professionals. You will drive coaching, performance improvements, and high-quality customer support while hands-on resolving issues.

Expertise in QA, metrics, and coaching logs, with experience using Zendesk, Metabase, and Amazon Connect, will be essential to lift the team and customer experience at scale.