Remote Customer Ops Leader at Clipboard Health
Customer Support
Anywhere in the World
Full-Time
Leadership
Operations Management
Customer Relationship Management
Operational Planning
We are seeking a dynamic Team Lead to guide a group of customer support agents dedicated to helping healthcare facilities maximize the benefits of our platform. Reporting directly to the Head of HCF Support Operations, this role is crucial in mentoring and leading a high-performing team. Your leadership skills will be essential in maintaining exceptional customer satisfaction. If you are enthusiastic about coaching, leadership, and delivering top-notch customer experiences, we encourage you to apply! Join us in setting the benchmark for outstanding support.
As a Team Lead, you will ensure that healthcare facilities have seamless interactions with our customer support team. This involves analyzing agent performance, identifying areas for improvement, collaborating with training and QA teams, and working cross-functionally with departments like product and sales. You will conduct team huddles, create defect hunt documents to pinpoint root causes of issues, and provide regular written feedback to help team members achieve their performance goals.
Day-to-Day Responsibilities
- Lead and mentor a team of customer support agents to excel in quality, productivity, and attendance metrics.
- Offer constructive feedback based on QA scores, customer surveys, and ticket reviews.
- Develop personalized growth plans tailored to individual performance objectives.
- Resolve customer escalations with professionalism, stepping in to address complex or high-priority issues.
- Implement performance improvement strategies by setting SMART goals for your team.
- Track and analyze team performance, identifying trends and areas for enhancement.
- Maintain detailed coaching logs and feedback records for each agent.
- Ensure schedule adherence and productivity standards align with company objectives.
- Promote a culture of growth by delegating tasks to high-potential team members and organizing team-building activities.
- Drive process improvements to enhance workflow, customer satisfaction, and team efficiency.
- Serve as a product and process expert, guiding your team with in-depth knowledge of our tools and customer needs.
- Identify root causes of customer issues and develop effective solutions from first principles.
What We're Looking For
- Leadership and coaching experience:
- You have managed teams of at least 10 customer support agents, consistently meeting performance goals and exceeding customer expectations.
- Your hands-on leadership style inspires and develops high-performing teams.
- Customer service expertise in healthcare facilities:
- You bring extensive experience in customer-facing roles, with a deep understanding of delivering exceptional support.
- You are skilled at enhancing the customer journey at every touchpoint.
- Strong communication and feedback skills:
- You excel at delivering clear, actionable, and motivational feedback.
- Your communication is precise, empathetic, and designed to drive improvement, even in challenging situations.
- Proven ability to manage escalations:
- You have successfully resolved high-stakes customer issues, maintaining satisfaction under pressure.
- You consistently meet or exceed SLA targets for escalation resolution.
- Experience in remote, global work environments:
- You have led or been part of multinational teams across different time zones.
- You thrive in remote settings, managing diverse cultures and coordinating across global locations.
What to Expect in Your First 90 Days
30 Days:
- Immerse yourself in our product and support environment, mastering our tools and processes.
- Handle customer tickets and shadow agents to understand their daily challenges.
60 Days:
- Take charge of your first team, evaluating performance and setting SMART goals for improvement.
- Establish a routine of regular feedback and coaching sessions.
90 Days:
- Your team consistently achieves high-quality metrics (90% or above).
- For underperforming agents, you have clear action plans with deadlines for improvement.
Work Environment
This is a fully remote role with 24/7 operations and a rotating schedule. You should be available to overlap with EST/PST time zones for at least 3 hours daily.
Hiring Process
- Application
- Case Study
- Hiring Manager Interview (focused on the case study)
- Executive Interview
- Offer
Why Join Us?
- Impact: Lead teams supporting healthcare facilities, making a meaningful difference.
- Global Collaboration: Work with talented individuals worldwide.
- Career Growth: Access opportunities for professional development and advancement.
- Flexibility: Enjoy the benefits of remote work with a schedule that suits your lifestyle.
System Requirements
- A minimum of 15 Mbps wired internet connection.
- A computer with an i5 processor (or equivalent) and at least 12GB RAM.
- A quiet, dedicated workspace with reliable power and internet.
If you are passionate about coaching, leadership, and delivering exceptional customer experiences, apply now and help us set the standard for outstanding support!