Remote Customer Support Team Lead — Coaching & Performance

Clipboard; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Clipboard is seeking a Team Lead for Worker Operations to coach and develop a 200+ member frontline team serving 400,000+ professionals on the platform. You will provide constructive feedback, identify root causes of performance issues, train agents, and maintain high service standards while staying hands-on with customer issues.

You will coach to QA metrics, oversee scheduling and productivity, and grow the team through coaching logs, written feedback, and team-building activities.

Qualifications

• 2+ years of coaching experience with structured feedback, development planning, and performance improvement.
• 2+ years of people management experience leading customer support teams, driving performance and accountability.
• 2+ years of customer support experience with a strong front-line service mindset.

Responsibilities

• Monitor agent performance focusing on quality, productivity and attendance.
• Provide frequent coaching based on QA feedback, metrics, survey responses and ticket reviews.
• Handle escalations and maintain schedule adherence for productivity targets.
• Maintain coaching logs and deliver regular written feedback to agents.
• Engage with the support tools in use (Zendesk, Metabase, Amazon Connect) to support the team.
• Foster a learning culture by delegating tasks to high-potential members and organizing team-building activities.

Skills

Coaching

People management

Customer support

Zendesk

Metabase

Amazon Connect

Tools

Zendesk

Metabase

Amazon Connect

Job description

Clipboard is seeking a Team Lead for Worker Operations to coach and develop a 200+ member frontline team serving 400,000+ professionals on the platform. You will provide constructive feedback, identify root causes of performance issues, train agents, and maintain high service standards while staying hands-on with customer issues.

You will coach to QA metrics, oversee scheduling and productivity, and grow the team through coaching logs, written feedback, and team-building activities.