Support Operations Coordinator

3 weeks ago


London, Greater London, United Kingdom Clipboard Health Full time
About the Job

We are seeking a highly skilled Support Operations Coordinator to join our team at Clipboard Health. As a key member of our support operations, you will be responsible for leading a team of customer service representatives and ensuring they deliver exceptional service to our customers.

Your primary role will be to coach and develop your team members, providing them with constructive feedback, identifying areas for improvement, and training them to address and correct performance issues. You will also be responsible for maintaining high standards for your team, ensuring that customer experience remains the focal point of every discussion, setting SMART goals for performance improvement, and delivering feedback that aligns with our standards.

In addition to coaching and development, you will be responsible for closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%. You will also provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations.

We are looking for someone who is comfortable handling angry customer escalations, ensuring schedule adherence by agents and desired productivity levels, maintaining coaching logs, and providing regular written feedback to agents. You will also need to navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9.

The ideal candidate will have +2 years of coaching experience, +2 years of team leadership experience, and +2 years of customer service experience. They will also possess excellent communication skills, strong problem-solving abilities, and the ability to thrive under pressure. Experience in setting and achieving SMART goals, adaptability, flexibility, and strong product and process knowledge are also essential.

We offer a competitive salary of $68,000 - $78,000 per year, depending on experience. This is a fully remote position, and we operate 24/7 with a rotating roster. The expectation is that individuals should be able to work overlapping hours with EST/PST time zones and be available for weekend shifts if needed.



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