Customer Support Team Lead (Non-US) New

Clipboard Health LLC; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Clipboard Health is seeking a Documents Team Lead to oversee a dedicated team responsible for managing escalated documentation issues, fraud prevention, and onboarding quality. This is a pivotal role that requires a strong operational leader capable of ensuring documentation accuracy, performance management, and cross-functional collaboration in a fully remote setting.

Qualifications

• Experience managing or coaching frontline agents.
• Strong operational instincts to manage queues and meet SLAs.
• Excellent written communication and feedback skills.

Responsibilities

• Manage a team of Tier 1 agents who review documentation and support onboarding workflows.
• Track metrics and lead performance reviews.
• Ensure document approvals are consistent and policy-aligned.

Skills

Team Leadership

Operational Management

Written Communication

Problem Solving

Decision Quality

Job description

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.
• 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
• 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.

Create a Job Alert

Interested in building your career at Clipboard Health? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

In which country will you perform services for Clipboard Health? * Select...

Are you authorized to work in your country of residence? * Select...

Which city or region are you currently located in? *

Have you ever been hired through any of the BPOs contracted by Clipboard Health? * Select...

What is your expected compensation per year in USD? *

How many years of experience do you have as a Team Lead? * Select...

Please confirm you have read the following System Requirements for this role: * Select...

Kelly works four hours a day on tickets and solves on average 38 tickets per day. Brianworks five hours per day and solves 45 tickets per hour. Marvin works six hours a day on tickets and solves on average 59 tickets per day. Linda works five and a half hours a day on tickets and solves 53 tickets per day. Who solves the most tickets per hour? * Select...

How do you keep yourself informed and connected to the day-to-day tasks, challenges, and performance of the agents you're responsible for managing or leading? *