Job Overview

• Job type: Full time
• Work setting: Work from home
• Location: Remote (Worldwide)
• Salary: $30K – $100K
• Employer: Clipboard

 Responsibilities

• 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

Requirements

• 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.

What Success Looks Like in Worker Operations

• 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.

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• 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.

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