Customer Support Team Lead
Core
Lead a remote customer support team for healthcare workers, focusing on performance coaching, quality assurance, and operational efficiency.
Role type
Senior IC Customer Support Team Lead
Builds
High-quality support operations for a healthcare staffing marketplace
Domain
Healthcare staffing / Customer Support
Deliverable
dashboards & analysis
Required skills
Performance coaching, Quality assurance, Team management, Data analysis, Conflict resolution, Consequence management
Preferred skills
Product expertise, Team building, Root cause analysis
Technologies
Zendesk, Metabase, Amazon Connect
Responsibilities
Monitor agent performance metrics (quality, productivity, attendance), Provide constructive coaching based on QA feedback, Handle customer escalations, Ensure schedule adherence, Manage consequence steps for low performers, Lead team building activities
Seniority
Senior, hands-on IC