clipboard - Customer Support Team Lead
Requirements
• 2+ years of coaching experience – Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement. • 2+ years of people management experience – Experience leading customer support teams, driving performance, engagement, and accountability. • 2+ years of customer support experience – Strong foundation in delivering exceptional customer service and resolving complex customer issues. • WHAT SUCCESS LOOKS LIKE IN WORKER OPERATIONS • Customer obsessed – Puts workers at the centre of every decision and consistently delivers a world-class experience. • Data-driven problem solver – Uses data, trends, and root cause analysis to identify issues and deliver sustainable improvements. • Thrives in ambiguity – Adapts quickly to changing priorities, products, and processes while maintaining high performance. • Communicates with clarity – Shares information proactively, aligns stakeholders, and provides clear, actionable feedback. • Bias for action – Takes ownership, moves with urgency, and focuses on delivering outcomes over perfection. • Continuously learns – Quickly develops expertise in new tools, products, and processes, applying that knowledge to improve both personal and team performance. • Raises the talent bar – Invests in coaching, challenges others to improve, and builds a culture of accountability and excellence. • Resilient under pressure – Maintains sound judgement and consistent execution during periods of high volume, incidents, and operational change. • 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. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed. • Quick Note on Scammers: • Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here https://forms.gle/SyGaxHFbon7Hg9fW6.
Responsibilities
• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 9% • 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 Amazon Connect • 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
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