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Customer Support Team Leader
Clipboard Health
posted 2mon ago
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Job Description
About the Role:
- We are seeking an experienced and motivated Customer Support Team Leader to drive excellence in our remote customer support operations.
- You will play a pivotal role in leading and coaching a high-performing team of customer support agents , ensuring they deliver exceptional service to our global customer base.
- As a leader, you will :
- Set clear expectations,
- Provide targeted feedback,
- Foster a culture of continuous improvement.
- Your ability to inspire, mentor, and develop your team will be critical in maintaining the highest levels of customer satisfaction.
Key Responsibilities:
- Lead and coach a team of customer support agents to achieve and maintain top-tier performance in quality, productivity, and attendance metrics.
- Provide regular, constructive feedback based on quality assurance (QA) scores, customer survey responses, and ticket observations.
- Create personalized development plans that align with individual performance goals.
- Handle customer escalations with poise and professionalism, stepping in to resolve complex or high-priority issues as needed.
- Drive performance improvement initiatives by setting SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) for your team, ensuring clear paths for growth and success.
- Monitor and report on team performance , identifying trends , strengths, and areas for improvement.
- Maintain accurate coaching logs and feedback records for each agent.
- Ensure schedule adherence and productivity standards are met, aligning with the company s operational goals.
- Foster a culture of learning and development by delegating tasks to high-potential team members and organizing team-building activities to enhance collaboration and morale.
- Actively contribute to process improvements , suggesting and implementing strategies to optimize workflow, customer satisfaction, and team efficiency.
- Be a product and process expert , guiding your team with deep knowledge of our tools, services, and customer needs to ensure they are equipped for success.
What We re Looking For:
- 5+ years of 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 youre known for your ability to mentor, inspire, and develop top-performing teams.
- 10+ years of customer service 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 its in coaching sessions or escalations, your communication is precise, empathetic, and designed to drive improvement.
- You know how to convey tough messages constructively while keeping your team motivated and aligned with company goals.
- 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 (Service Level Agreements).
- 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.
Your First 90 Days:
- 30 Days:
- Become a product expert, immerse yourself in the support environment, and learn the ins and outs of our tools and processes.
- Youll start handling customer tickets and shadowing agents to understand their daily challenges.
- 60 Days:
- Take ownership of your first team.
- You ll evaluate individual performance, set SMART goals for improvement, and establish a rhythm of regular feedback and coaching.
- 90 Days:
- Your team is consistently achieving high scores in quality metrics (90% or above).
- For agents who are underperforming, you have clear action plans with deadlines for improvement.
Work Environment:
This is a fully remote role with a rotating roster to ensure 24/7 coverage. You must have the flexibility to work EST/PST hours and occasionally accommodate weekend shifts for emergencies.
System Requirements:
In addition, you should have:
In addition, you should have:
- 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 a steady power and internet connection.
Employment Type: Full Time, Permanent
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