What are the responsibilities and job description for the Customer Support Manager position at Clipboard Health?
Overview
Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 300 team members who serve the 60,000 (and growing) active professionals on our marketplace. We have a fully stacked team from customer support agents to operations managers, to data engineers, and everything in between.
About the Role:
As a Customer Support Manager in the W-Ops department, you play a key role in maintaining these standards through strong leadership, accountability, and operational excellence.
You drive performance by coaching, providing clear feedback, and training agents to correct defects. You set high standards, hold your team accountable, and keep the customer experience at the core of every decision. You establish SMART goals, ensure effective feedback, and lead by example by becoming a product expert.
Day-to-Day 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 Five9
- 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
Profile Must Haves:
- 2 years of coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.
- 2 years of team leadership experience – You’ve directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.
- 2 years of customer service experience – You’ve worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.
- Excellent communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.
- Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.
- Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods.
- Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently.
- Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track.
- Strong product and process knowledge – You’re quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively.
- Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service.
System Requirements
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
- Steady power and internet connection
This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that individuals should be able to work overlapping hours with EST/PST time zones and be available for weekend shifts if needed in case of emergencies. In return, you’ll have the flexibility to take time off on other days of the week.
