Remote Customer Support Team Lead — Coach & Elevate Performance

Clipboard; Estado de México; Presencial; MXN 509.000 - 1.697.000; Jornada completa

Descripción de la vacante

Clipboard is seeking a Worker Operations Team Lead to coach a 200+ member team serving 400,000+ active professionals on our marketplace. You'll guide agents, give feedback, and ensure customer experience stays central while building a culture of learning.

You will monitor QA metrics above 90%, provide ongoing coaching, handle escalations, and work hands-on with Zendesk, Metabase, and Amazon Connect to optimize operations across EST/PST aligned hours.

Formación

• 2+ years coaching experience with feedback, development planning, and performance improvement.
• 2+ years of people management experience leading customer support teams.
• 2+ years of customer support experience delivering exceptional service.

Responsabilidades

• Closely monitoring agent performance, QA scores above 90% and productivity.
• Providing frequent coaching based on QA feedback, metrics, surveys, and ticket observations.
• Occasionally handling angry customer escalations.
• Ensure schedule adherence and desired productivity levels.
• Maintaining coaching logs and providing regular written feedback to agents.
• Navigate tools like Zendesk, Metabase, and Amazon Connect to support operations.
• Listen to team feedback and resolve challenges or conflicts.
• Initiate consequence management for low performers.
• Delegate tasks to high potential team members to build a learning culture.
• Lead team building activities for motivation.

Conocimientos

Coaching

People Management

Customer Support

Herramientas

Zendesk

Metabase

Amazon Connect

Descripción del empleo

Clipboard is seeking a Worker Operations Team Lead to coach a 200+ member team serving 400,000+ active professionals on our marketplace. You'll guide agents, give feedback, and ensure customer experience stays central while building a culture of learning.

You will monitor QA metrics above 90%, provide ongoing coaching, handle escalations, and work hands-on with Zendesk, Metabase, and Amazon Connect to optimize operations across EST/PST aligned hours.