Customer Support Leadership Position

2 weeks ago

London, Greater London, United Kingdom Clipboard Health Full time

Role Overview

Craft a high-performing customer support team as our Customer Support Director, driving exceptional coaching and maintaining the highest standards for quality assurance. You will be hands-on, diving into customer issues directly, and become an expert on the products your team supports.

Key Responsibilities

  • Monitor agent performance in terms of quality, productivity, and attendance metrics, aiming to maintain quality assurance scores above 90%.
  • Provide regular coaching based on QA feedback, metrics, customer survey responses, and ticket observations.
  • Occasionally handle customer escalations.
  • Ensure schedule adherence and desired productivity levels among agents.
  • Maintain coaching logs and provide written feedback.
  • Navigate tools such as Zendesk, Metabase, and Five9.
  • Listen to team members' feedback and resolve conflicts.
  • Initiate consequence management steps for underperforming team members.
  • Delegate tasks to high-potential team members and suggest team-building activities.

Requirements

  • 2 years of experience guiding and developing team members, offering structured feedback.
  • Direct management experience overseeing customer service teams and fostering positive cultures.
  • Customer-facing experience handling inquiries and delivering exceptional service.
  • Strong communication skills ensuring clear lines of communication.
  • Effective problem-solving abilities identifying service issues and implementing solutions.
  • Ability to manage pressure situations while prioritizing customer satisfaction and team performance.
  • Experience setting and achieving SMART goals.
  • Adaptability and flexibility adjusting to shifting priorities or customer needs.
  • Strong product and process knowledge.
  • Customer-centric mindset focusing on top-tier service delivery.

Schedule and Requirements

  • This is a fully remote position requiring access to high-speed internet and a quiet working environment.
  • Individuals should be able to work overlapping hours with EST/PST time zones and may need to cover weekend shifts in case of emergencies.
  • A minimum 15 Mbps wired internet connection, i5 processor, and 12 GB RAM are required.

We offer a salary range of $80,000 - $110,000 per year, depending on location and qualifications.

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