Remote Customer Support Team Lead (Coaching & Ops)

Remote Worker LTD.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Clipboard is a fully remote company hiring for a Worker Operations Team Lead. You will coach a 200+ member support team handling 400,000+ active professionals on our marketplace, driving quality, training, and performance improvements.

The role requires coaching and people management experience, with hands-on problem-solving and deep knowledge of support tools like Zendesk, Metabase, and Amazon Connect. Remote, EST/PST overlap, weekend shifts may be required.

Qualifications

• 2+ years of coaching experience with structured feedback and development planning.
• 2+ years of people management experience leading customer support teams.
• 2+ years of customer support experience with strong service focus.

Responsibilities

• Monitor agent performance, aiming for quality metrics above 90%.
• Provide frequent coaching using QA feedback, metrics, surveys, and tickets.
• Handle occasional escalated customer issues when needed.
• Ensure agents meet schedule adherence and productivity targets.
• Maintain coaching logs and provide written feedback regularly.
• Navigate Zendesk, Metabase, and Amazon Connect effectively.
• Listen to team feedback and resolve challenges or conflicts.
• Initiate steps for low performers and document outcomes.
• Delegate tasks to high-potential members to foster learning.
• Lead team building activities to boost motivation.
• Collaborate with stakeholders to improve processes and tools.

Skills

Coaching

People management

Customer support

Tools

Zendesk

Metabase

Amazon Connect

Job description

Clipboard is a fully remote company hiring for a Worker Operations Team Lead. You will coach a 200+ member support team handling 400,000+ active professionals on our marketplace, driving quality, training, and performance improvements.

The role requires coaching and people management experience, with hands-on problem-solving and deep knowledge of support tools like Zendesk, Metabase, and Amazon Connect. Remote, EST/PST overlap, weekend shifts may be required.