Remote Customer Support Team Lead — Coaching & Impact

US Health Partners, LLC; United States; Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

Clipboard Health LLC is seeking a Worker Operations Team Lead to coach a 200+ member support team, ensuring QA, performance, and customer experience remain the focal point. You’ll provide constructive feedback, identify root causes, and train agents while becoming a product expert to coach effectively.

You’ll monitor quality and productivity, coach based on QA metrics and surveys, handle escalations, ensure schedule adherence, maintain coaching logs, and use Zendesk, Metabase, and Amazon Connect

Qualifications

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

Responsabilités

• Monitor agent quality, productivity, and attendance to keep QA above 90%.
• Provide frequent coaching using QA feedback, metrics, surveys, and ticket observations.
• Handle occasional escalations from customers and ensure timely resolutions.
• Ensure agent schedule adherence and desired productivity levels.
• Maintain coaching logs and provide 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 steps for underperforming team members.
• Delegate tasks to high-potential members to foster learning and accountability.
• Lead team-building activities to boost motivation.

Connaissances

Coaching

People Mgmt

Customer Support

Outils

Zendesk

Metabase

Amazon Connect

Description du poste

Clipboard Health LLC is seeking a Worker Operations Team Lead to coach a 200+ member support team, ensuring QA, performance, and customer experience remain the focal point. You’ll provide constructive feedback, identify root causes, and train agents while becoming a product expert to coach effectively.

You’ll monitor quality and productivity, coach based on QA metrics and surveys, handle escalations, ensure schedule adherence, maintain coaching logs, and use Zendesk, Metabase, and Amazon Connect