Customer Support Team Lead

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 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

2+ years of coaching experience – Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement.

2+ years of people management experience – Experience leading customer support teams, driving performance, engagement, and accountability.

2+ years of customer support experience – Strong foundation in delivering exceptional customer service and resolving complex customer issues.

Customer obsessed – Puts workers at the centre of every decision and consistently delivers a world-class experience.

Data-driven problem solver – Uses data, trends, and root cause analysis to identify issues and deliver sustainable improvements.

Thrives in ambiguity – Adapts quickly to changing priorities, products, and processes while maintaining high performance.

Communicates with clarity – Shares information proactively, aligns stakeholders, and provides clear, actionable feedback.

Bias for action – Takes ownership, moves with urgency, and focuses on delivering outcomes over perfection.

Continuously learns – Quickly develops expertise in new tools, products, and processes, applying that knowledge to improve both personal and team performance.

Raises the talent bar – Invests in coaching, challenges others to improve, and builds a culture of accountability and excellence.

Resilient under pressure – Maintains sound judgement and consistent execution during periods of high volume, incidents, and operational change.

Minimum 15Mbps wired internet connection

Minimum i5 processor or equivalent

Quiet working environment

Steady power and internet connection

This is a fully remote position.

Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.

Clipboard would never ask you for money or your bank details to participate in our hiring process.

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