Customer Support Team Lead
New
C
ClipboardHealthcare staffing
Remote (Canada, UK, EU), Overlapping working hours with both EST and PST time zonesFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 2+ years of coaching experience, 2+ years of people management experience, and 2+ years of customer support experience
- Required Skills
- Data AnalysisPeople ManagementQuality AssuranceZendeskCoachingCustomer support
Requirements
- 2+ years of professional coaching experience demonstrating development planning and performance improvement.
- 2+ years of people management experience leading customer support teams.
- 2+ years of experience in a customer support environment resolving complex issues.
- Minimum 15Mbps wired internet connection.
- Minimum i5 processor or equivalent.
- Minimum 12GB RAM.
- Quiet, professional working environment.
- Reliable power and internet connectivity.
- Ability to work overlapping hours with EST and PST time zones.
- Availability to work weekend shifts as needed.
- Data-driven problem-solving and root cause analysis skills.
- Ability to adapt quickly in ambiguous, fast-paced environments.
Responsibilities
- Monitor agent performance across quality, productivity, and attendance metrics.
- Provide frequent coaching based on QA feedback, metrics, surveys, and ticket observations.
- Handle occasional escalations from angry customers.
- Ensure schedule adherence and maintain desired productivity levels.
- Maintain coaching logs and provide regular written feedback to team members.
- Navigate support tools including Zendesk, Metabase, and Amazon Connect.
- Resolve team conflicts and initiate consequence management for low performance.
- Delegate tasks to high-potential team members to foster professional development.
- Suggest and lead team-building activities to maintain motivation.
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