Jobs at Clipboard Health

• We are seeking an experienced and motivated Customer Support Team Leader to drive excellence in our remote customer support operations.
• You will play a pivotal role in leading and coaching a high-performing team of customer support agents, ensuring they deliver exceptional service to our global customer base.

• Manage cases in the escalations queue during shifts, ensuring timely resolution and SLA adherence.
• Offer timely and accurate guidance to team members and other departments via Slack, addressing inquiries and clarifying complex concepts.

• 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

• 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

• 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

• Monitor accounts to identify outstanding debts
• Review previous data for each debt or bill

• Lead from the Front

For at least the first 3 months, work as an individual contributor and become an expert on the Clipboard product and our customers’ business
Demonstrate success by meeting or exceeding targets during this time, with excellent execution at every stage of the funnel
Talk to a large number of customers every day – even after moving on from IC responsibilities
Manage strategic opportunities within your team pipeline

• Communicate with customers via telephone, live chat, and web communication channels
• Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems

• Communicate with customers via telephone, live chat, and web communication channels
• Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems

• Communicate with customers via telephone, live chat, and web communication channels
• Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems

• Communicate with customers via telephone, live chat, and web communication channels
• Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems

• Communicate with customers via telephone, live chat, and web communication channels
• Investigate attendance and quality incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems

• Revising forecasts when reality does not meet expectations
• Ensuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings

• Make over 500 dials per week to engage prospects and book demos with the team
• Track and document account and decision-maker details in our CRM so that we can close

• Identify specific legislative and regulatory goals in various states.
• Engage with state and federal lobbyists to draft proposed legislation and regulations.

• Monitor accounts to identify outstanding debts
• Review previous data for each debt or bill

• Monitor accounts to identify outstanding debts
• Review previous data for each debt or bill

• Lead from the Front

For at least the first 3 months, work as an individual contributor and become an expert on the Clipboard product and our customers’ business
Demonstrate success by meeting or exceeding targets during this time, with excellent execution at every stage of the funnel
Talk to a large number of customers every day – even after moving on from IC responsibilities
Manage strategic opportunities within your team pipeline

• Extreme Ownership: the buck stops with you, no matter what anyone else did or did not do. You're self-reliant, and can get things done in the chaos that is an early-stage startup scaling quickly.
• Extreme Curiosity: you ask "why" 3-5 times in a row for the same problem and are excited to tap into your inner archaeologist -- digging and digging and not being satisfied until you truly understand the root cause.

• Case Study 1
• Case Interview + preliminary behavioral interview with a member of the Product Team

We will always give you the chance to ask questions during this stage