Customer Support Team Lead

Clipboard · Buenos Aires

New Remote

Remote Mid 🇬🇧 English

Zendesk Metabase Amazon Connect

Job description

About the role

Join Clipboard’s Worker Operations team as a Customer Support Team Lead. You will coach a remote group of agents, ensure high‑quality service for healthcare workers, and directly handle escalations when needed.

Key responsibilities

Monitor agent performance metrics (quality, productivity, attendance) and maintain QA scores above 90%.
Provide frequent, data‑driven coaching based on QA feedback, metrics, and ticket observations.
Handle angry customer escalations and act as a product expert to guide agents.
Ensure schedule adherence, manage attendance, and maintain coaching logs.
Resolve team conflicts, initiate consequence management for low performers, and delegate tasks to develop high‑potential members.

Required profile

2+ years of coaching experience with proven success in performance improvement.
2+ years of people‑management experience leading customer support teams.
2+ years of hands‑on customer support experience resolving complex issues.

Required skills

Proficiency with Zendesk.
Experience using Metabase.
Familiarity with Amazon Connect.

Questions fréquentes

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Published 3 hours ago

Expires 1 month from now

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Buenos Aires

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