Customer Support Team Lead
50000 - 90000 USD per year
Company:Clipboard Health
Location:Canada, United Kingdom, European countries, EST, PST
Languages:English
Seniority level:Lead, 2+ years coaching, 2+ years management, 2+ years customer service
Experience:2+ years coaching, 2+ years management, 2+ years customer service
Skills:
LeadershipPeople ManagementCommunication SkillsMicrosoft ExcelProblem SolvingCustomer serviceMentoringCoachingAdaptabilityTrainingTeam managementCustomer supportCustomer Success
Requirements:
+2 years of coaching experience +2 years of management experience +2 years of customer service experience Excellent communication skills Strong problem-solving abilities Ability to thrive under pressure Experience in setting and achieving SMART goals Adaptability and flexibility Strong product and process knowledge Customer-centric mindset Minimum 15Mbps wired internet connection Minimum i5 processor or equivalent Minimum 12GB Ram Quiet working environment Steady power and internet connection
Responsibilities:
Coach agents on performance metrics (quality, productivity, attendance) Handle customer escalations Ensure schedule adherence and productivity Maintain coaching logs and provide written feedback Navigate support tools (Zendesk, Metabase, Amazon Connect) Resolve team challenges and conflicts Delegate tasks to team members Initiate consequence management for low performers Lead team building activities
