Customer Support Supervisor

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Clipboard Health

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💰 $30M Series C on 2022-02

Description

Why Clipboard Health Exists: 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 healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs. About Clipboard Health: Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our Careers page and how we work. About the Role: As a Customer Support Supervisor, your primary role is to be an exceptional coach for your team. Your responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You’re also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively. Day-to-Day Responsibilities: Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90% Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations Occasionally handling angry customer escalations Ensure schedule adherence by agents and desired productivity levels Maintaining coaching logs and providing regular written feedback to agents Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9 Listen to team members’ feedback and resolve any challenges or conflicts Initiate consequence management steps in the case of low-performing team members Delegate tasks to high potential team members to build a culture of learning and development in the team Suggest and lead team building activities for team motivation System Requirements Minimum 15Mbps wired internet connection Minimum i5 processor or equivalent Minimum 12GB Ram Quiet working environment Steady power and internet connection This is a fully remote position.

Requirements

+2 years of coaching experience +2 years of management experience +2 years of customer service experience Excellent communication skills Strong problem-solving abilities Ability to thrive under pressure Experience in setting and achieving SMART goals Adaptability and flexibility Strong product and process knowledge Customer-centric mindset