Customer Support Team Leader

2 days ago

Apply Now

Receive Emails with Similar Jobs

Clipboard Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

⚕️ Healthcare Insurance

🏪 Marketplace

💰 $30M Series C on 2022-02

Description

• This role leads a team of customer support agents who are responsible for helping our partners at healthcare facilities get the most out of our platform. • Reporting into the head of HCF Support Operations, this is a pivotal role in leading and coaching a high-performing team of customer support agents. • Your ability to inspire, mentor, and develop your team will be critical in maintaining the highest levels of customer satisfaction. • Team Leads will spend time ensuring healthcare facilities have excellent experiences interacting with our customer support team. • This will include reviewing agent performance - diving deep into both metrics and specific tickets, identifying process issues and areas for improvement, collaborating with supporting teams like training & QA, and working cross-functionally with other departments like product & sales. • They may host team huddles to stress points of emphasis, draft defect hunt documents to identify root causes of issues and propose fixes, and share regularly written feedback to clearly communicate where a team member's performance stands, what their goals are, and how they can improve to achieve those goals.

Requirements

• Leadership and coaching experience: • You’ve led teams of at least 10 customer support agents, driving them to consistently meet performance goals and exceed customer expectations. • Your leadership style is hands-on, and you're known for your ability to mentor, inspire, and develop top-performing teams. • Customer service HCF expertise: • You have an extensive background in customer-facing roles, giving you deep insight into the nuances of delivering exceptional support. • You understand the customer journey and how to enhance it at every touchpoint. • Exceptional communication and feedback skills: • You excel at delivering clear, actionable, and motivational feedback. • Whether it's in coaching sessions or escalations, your communication is precise, empathetic, and designed to drive improvement. • Proven ability to handle escalations: • You’ve successfully managed customer escalations and resolved high-stakes issues in a timely manner. • You are skilled at maintaining customer satisfaction even under pressure, with a track record of resolving at least 95% of escalations within company-specified timeframes or SLAs. • Experience in remote, geo-distributed work environments: • You’ve successfully led or been part of multinational teams spanning different time zones and regions. • You thrive in a remote work environment, are adept at managing diverse cultures, and can seamlessly coordinate across various global locations.

Benefits

• Impact: Lead teams supporting healthcare facilities, making a difference in critical services. • Global Team: Collaborate with talented individuals worldwide. • Career Growth: Opportunities for professional development and advancement. • Flexibility: Enjoy remote work with a schedule that fits your lifestyle.