Customer Support Manager

About the Role

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.

Our Worker Operations team is the heartbeat of our mission, supporting +60,000 healthcare professionals across the U.S. and growing every day. We’re a +300 strong team made up of customer support agents, operations managers, data engineers, and problem-solvers who thrive on creating a better experience for our workers.

We’re looking for a Customer Support Manager to lead, coach and develop a high-performing team of support agents. Our team ensures that the healthcare professionals using Clipboard Health get fast, reliable, and high-quality support whenever they need it. In this role, you’ll be responsible for driving performance, maintaining high support quality, and fostering a strong team culture, by setting high standards and SMART goals, holding your team accountable, leading by example by becoming a product expert and keeping the customer experience at the core of every decision. 

If you thrive in a fast-paced environment where customer experience is the top priority, this role is for you.

What You’ll Do

• Monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, ensuring QA scores stay above 90%.
• Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, customer interactions and your own ticket observations.
• Ensure schedule adherence by agents and desired productivity levels.
• Maintaining coaching logs and providing regular written feedback to agents.
• Work with our support tools like Zendesk, Metabase, and Five9 to analyze data and drive operational improvements. 
• 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.
• Identify inefficiencies, propose improvements, and collaborate cross-functionally to enhance support processes.
• Suggest and lead team building activities for team motivation.

What Will Make You Successful

• You’ve coached others before for +2 years - you’ve guided people to improve their performance, given structured feedback and helped them grow.
• You’ve led a team for +2 years - You’ve taken ownership of team performance and culture, and know what it takes to keep a group motivated and accountable.
• You’ve worked in customer service - You’re no stranger to solving problems, helping people, and staying calm under pressure.
• You’re a clear communicator - You know how to explain things simply and provide honest, actionable feedback, whether to your team or to other stakeholders.
• You solve problems quickly and effectively - When something goes wrong, your instinct is to dive in, figure it out, and make it better for both, the customer and the team.
• You know how to handle high-pressure situations and escalations while keeping customer satisfaction a priority.
• You stay steady under pressure - fast-paced environments and high expectations don’t shake you. You keep your cool and help others do the same.
• You’re goal-driven and organized - You like working toward clear objectives and know how to keep people focused on what matters most.
• You adapt easily and thrive in an ever-evolving environment - When priorities shift or new challenges pop up, you’re quick to pivot and keep the team moving forward.
• You get deep into the product and processes - You’re naturally curious, pick things up fast, and become a go-to person for knowledge and support.
• You care about customers - You want every interaction your team has to leave the customer feeling heard, helped, and respected.
• You’re comfortable working in a fast-paced, globally distributed and performance-driven environment.

What to Expect in the Hiring Process

Successful candidates will move forward to a Case Study, where you’ll get a chance to showcase your problem-solving skills and gain insight into some of the challenges you’d tackle in this role.

💻 Tech & Setup Requirements

• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a remote, full-time role. 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 open to occasional 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.