Remote Customer Support Team Lead - Data-Driven Coach

Clipboard

Greater London

On-site

GBP 55,000 - 75,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Clipboard is seeking a Worker Operations Team Lead to coach a 200+ member support team and drive exceptional customer outcomes. You’ll work hands-on to coach agents, deliver feedback, and become a product expert on our tools such as Zendesk, Metabase and Amazon Connect.

You will monitor quality, productivity and attendance, provide regular coaching, manage escalations, ensure schedule adherence, and foster a culture of learning and development.

Qualifications

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

Responsibilities

Closely monitoring agent performance in terms of quality, productivity, and attendance metrics and maintaining QA scores above 9%.
Providing frequent coaching to agents based on QA feedback, metrics, surveys, and 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.
Navigate tools such as Zendesk, Metabase, and Amazon Connect.
Listen to team feedback and resolve challenges or conflicts.
Initiate consequence management steps for low performers.
Delegate tasks to high potential team members to build a learning culture.
Lead team-building activities for motivation.

Skills

Coaching

People management

Customer support

Tools

Zendesk

Metabase

Amazon Connect

Job description

You will monitor quality, productivity and attendance, provide regular coaching, manage escalations, ensure schedule adherence, and foster a culture of learning and development.

Get your free, confidential resume review.

or drag and drop your file here.