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About the Role

As a Worker Operations Team Lead, your primary role is to be an exceptional coach for your team, providing constructive feedback, identifying root causes of performance issues, and training agents to address and correct problems. You will maintain high standards, ensure customer experience remains the focal point, set SMART goals, and deliver feedback aligned with company standards. You will also be hands-on, dive into customer issues directly, and become a product expert to effectively coach agents.

Responsibilities

Closely monitor agent performance in terms of quality, productivity, and attendance metrics, aiming for quality assurance scores above 90%
Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and ticket observations
Occasionally handle angry customer escalations
Ensure schedule adherence and desired productivity levels by agents
Maintain coaching logs and provide regular written feedback to agents
Navigate the support environment, including tools like Zendesk, Metabase, and Amazon Connect
Listen to team members' feedback and resolve challenges or conflicts
Initiate consequence management steps for low-performing team members
Delegate tasks to high-potential team members to foster a culture of learning and development
Suggest and lead team-building activities for team motivation

Requirements

2+ years of coaching experience with demonstrated success in structured feedback, development planning, and performance improvement
2+ years of people management experience, including leading customer support teams and driving performance, engagement, and accountability
2+ years of customer support experience with a strong foundation in delivering exceptional customer service and resolving complex customer issues
Minimum 15Mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 12GB RAM
Quiet working environment
Steady power and internet connection
Must maintain overlapping working hours with both EST and PST time zones
Must be available for weekend shifts as needed

Skills

Coaching
People Management
Customer Support
Quality Assurance
Performance Improvement
Root Cause Analysis
Training
Customer Escalations
Schedule Adherence
Zendesk
Metabase
Amazon Connect
Conflict Resolution
Team Building
Data Analysis

Location

Remote

Work Type

Remote-first
Full-time

Experience Level

2+ years of coaching experience
2+ years of people management experience
2+ years of customer support experience

About the Company

Clipboard's mission is to uplift communities through an app-based marketplace connecting healthcare professionals with workplaces needing workers.
Founded in 2016, Clipboard is a remote-first company with over 1,000 employees.
It is a top Y-Combinator company and has been profitable since 2022.
Clipboard is the leader in Long-Term Care staffing and is expanding into Home Health, Hospitals, and more.