Customer Support Team Lead

Clipboard Health

Customer Support Team Lead for a healthcare marketplace, coaching agents and ensuring quality performance. Focused on improving customer experience and managing team performance metrics.

Posted 7/28/2026full-timeRemote • 🇵🇭 PhilippinesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in coaching and managing teams to enhance performance metrics, ensuring high-quality customer service and effective conflict resolution. Proficient in utilizing support tools to monitor agent productivity and maintain quality assurance standards.

Highest-signal resume keywords

Coaching ExperiencePeople Management ExperienceCustomer Support ExperienceQuality AssuranceConflict Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality Assurance ScoresCustomer ServicePerformance MetricsCoaching LogsSchedule Adherence

Soft Skills

Team MotivationFeedback ResolutionDelegationConflict Management

Tools & Technologies

ZendeskMetabaseAmazon Connect

About the role

Key responsibilities & impact

Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 9%
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

Requirements

What you’ll need

2+ years of coaching experience
2+ years of people management experience
2+ years of customer support experience
Strong foundation in delivering exceptional customer service and resolving complex customer issues

Benefits

Comp & perks

Minimum 15Mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection