Customer Support Team Lead (Non-US)

Clipboard Health; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Clipboard Health is seeking a Documents Team Lead to manage a team responsible for escalating documentation issues and onboarding quality. This fully remote position requires strong leadership and operational oversight skills to ensure compliance and trust in their platform for healthcare professionals.

Qualifications

• Experience managing or coaching frontline agents.
• Strong operational instincts in handling queues and meeting SLAs.
• Excellent written communication and feedback skills.

Responsibilities

• Manage a team of Tier 1 agents reviewing documentation.
• Monitor and manage daily document queues and onboarding tasks.
• Ensure documentation standards and quality control.

Skills

Communication

Organizational skills

Problem-solving

Risk evaluation

Job description

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health:

Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.

Where? This Role is Open to Non-US Applicants
We operate 24/7 and follow a rotating roster

We’re hiring a Documents Team Lead to manage a team of agents who handle escalated documentation issues, fraud prevention, and onboarding quality for professionals using the Clipboard Health platform.As the Team Lead, you’ll be responsible for agent performance, quality control, queue management, and cross-functional alignment. You’ll coach SMEs to apply good judgment, ensure documentation standards are followed, and help maintain trust and safety at scale.

What You’ll Own

Team Leadership & Performance Management

• Manage a team of Tier 1 agents who review documentation and support onboarding workflows
• Set expectations around speed, accuracy, and decision quality and ensure those expectations are met.
• Run regular 1:1s, track metrics (TAT, QA, error rates), and lead performance reviews.
• Coach SMEs on risk evaluation, written communication, and cross-functional collaboration.

Queue Oversight & Operational Execution

• Monitor and manage daily document queues, unread case resolution, and onboarding document tasks.
• Step in to support agents with complex or ambiguous submissions as needed.
• Balance the team’s workload across shifts and ensure SLAs are consistently met across time zones.

Quality & Risk Management

• Ensure document approvals are consistent, complete, and policy-aligned.
• Track common error patterns, escalate systemic issues, and implement improvements.
• Collaborate with QA and Legal teams to uphold trust and compliance standards.

Cross-Functional Coordination

• Act as the primary liaison between your team and functions like Sales, Support, Product, and Legal.
• Triage and resolve document-related issues that block onboarding or raise compliance questions.
• Represent your team in weekly operational syncs and drive alignment with broader workflows.

Training & Continuous Improvement

• Onboard and ramp new Tier 1 agents quickly and confidently.
• Provide hands-on coaching to help agents navigate complex cases or unclear documentation.
• Identify recurring workflow issues and partner with internal teams to address root causes.

What We’re Looking For

• Experience managing or coaching frontline agents (e.g., in document review, support, or compliance).
• Strong operational instincts, you know how to manage queues, meet SLAs, and respond to changing needs.
• Excellent written communication and feedback skills.
• Confidence working in gray areas and helping others build judgment.
• Detail-oriented with strong organizational and problem-solving skills.
• Bonus: Experience in credentialing, healthcare operations, compliance, or trust & safety.

Why This Role Matters

Every shift on our platform starts with someone being approved to book. If we get documentation wrong, if we miss a fraud risk, approve the wrong license, or delay onboarding we put customers, patients, and our business at risk.Your team makes sure that doesn’t happen.You’ll be a manager dedicated to this function, helping us scale a high-trust document review process that protects our platform and enables healthcare professionals to start work with speed and confidence.

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.