Remote Customer Support Team Lead — Coach & Performance

Visa Hunt; United States; Remote; MXN 1,357,000 - 2,036,000; Full time

Job summary

Clipboard is seeking a Worker Operations Team Lead to coach a 200+ member agent team serving 400,000+ active professionals. You will provide constructive feedback, set SMART performance goals, and stay hands-on to resolve customer issues while becoming a product expert.

You will monitor quality, productivity, and attendance, deliver frequent coaching based on QA feedback and surveys, and handle escalations where needed, ensuring schedule adherence.

Qualifications

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

Responsibilities

• Closely monitoring agent performance, aiming to keep QA scores above 90%.
• Providing frequent coaching based on QA feedback, metrics, and surveys.
• Handle escalations and ensure schedule adherence while maintaining productivity.
• Maintain coaching logs and provide regular written feedback to agents.
• Navigate tools like Zendesk, Metabase, and Amazon Connect to support operations.
• Address team feedback and resolve conflicts; drive learning culture.

Skills

Coaching

People management

Customer support

Tools

Zendesk

Metabase

Amazon Connect

Job description

Clipboard is seeking a Worker Operations Team Lead to coach a 200+ member agent team serving 400,000+ active professionals. You will provide constructive feedback, set SMART performance goals, and stay hands-on to resolve customer issues while becoming a product expert.

You will monitor quality, productivity, and attendance, deliver frequent coaching based on QA feedback and surveys, and handle escalations where needed, ensuring schedule adherence.