Customer Support Team Lead

Posted 1 day agoViewed

View full description

💎 Seniority level: Lead, +2 years

📍 Location: South America, Africa, The Caribbean, EST, PST

💸 Salary: 24000.0 - 50000.0 USD per year

🏢 Company: Clipboard Health👥 501-1000💰 $30,000,000 Series C over 3 years agoMarketplace Medical Health Care

⏳ Experience: +2 years

🪄 Skills: LeadershipPeople ManagementCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceAgile methodologiesCoachingExcellent communication skillsAdaptabilityTeam managementCustomer support

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

Responsibilities:

Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
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

Apply

Related Jobs

Apply

🔥 Customer Support Team Lead

Posted 2 days ago

📍 South America, Africa, The Caribbean

💸 24000.0 - 50000.0 USD per year

🔧 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

💡 Responsibilities

Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
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

LeadershipPeople ManagementCommunication SkillsCustomer serviceAttention to detailOrganizational skillsWritten communicationCoachingExcellent communication skillsAdaptabilityProblem-solving skillsTrainingActive listeningTeam managementCustomer supportCustomer Success

Posted 2 days ago

Apply

🔥 Customer Support Team Lead (Canada | United Kingdom)

Posted about 2 months ago

📍 Anywhere in the world

🏢 Company: Clipboard Health👥 501-1000💰 $30,000,000 Series C over 3 years agoMarketplace Medical Health Care

🔧 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

💡 Responsibilities

Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
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

LeadershipPeople ManagementCommunication SkillsMicrosoft ExcelProblem SolvingCustomer serviceMentoringCoachingAdaptabilityTrainingTeam managementCustomer supportCustomer Success

Posted about 2 months ago

Apply