Customer Operations Team Leader

This role is focused on coaching and training agents to improve their performance in a fast-growing tech startup that connects healthcare facilities and professionals. The main responsibilities include closely monitoring agent performance, providing coaching based on feedback and metrics, handling customer escalations, ensuring schedule adherence and productivity levels, maintaining coaching logs, and resolving any issues or conflicts within the team. The ideal candidate should be an excellent coach, able to hold high standards, prioritize the customer experience, and become a product expert to support agents effectively.

• 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 on QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations
• Ensuring schedule adherence by agents & desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Comfortably navigating our support environment, which includes tools such as Zendesk, Metabase, and Five9
• Listening to team members' feedback and resolving any issues or conflicts
• Initiating consequence management steps in case of low performance by team members
• Delegating tasks

• Excellent coaching skills
• Ability to give feedback and identify root causes of performance issues
• Active training of agents to improve performance
• High standards for team members
• Customer experience at the center of every conversation
• Creation of SMART goals for performance improvement
• Ability to become a product expert and provide coaching on excellence
• Closely monitor agent performance in terms of quality, productivity, and attendance metrics
• Maintain quality assurance scores above 90%
• Provide frequent coaching based on QA feedback, metrics, customer survey responses, and ticket observations
• Handle angry customer escalations occasionally
• Ensure schedule adherence and desired productivity levels
• Maintain coaching logs and provide regular written feedback
• Familiarity with support tools such as Zendesk, Metabase, and Five9
• Ability to listen to team members' feedback and resolve issues or conflicts
• Initiate consequence management steps for low performance
• Delegation of tasks

• Coaching experience
• Customer service experience
• Opportunity for career growth and financial opportunity
• Remote work
• Flexible schedule
• Opportunity to work with a diverse and inclusive team
• Opportunity to work with a fast-growing tech startup
• Opportunity to make a positive impact on healthcare professionals and facilities
• Opportunity to work with healthcare professionals and facilities globally
• Opportunity to work with a company recognized as one of YC's Top Companies
• Opportunity to work with a company that has experienced significant growth
• Opportunity to become a product expert
• Opportunity to provide feedback and training to agents
• Opportunity to improve agent performance and maintain quality assurance scores
• Opportunity to handle customer escalations
• Opportunity to navigate support tools such as Zendesk, Metabase, and Five9
• Opportunity to resolve conflicts and issues within the team
• Opportunity to delegate tasks and build a culture of learning and development
• Opportunity to suggest and lead team building activities
• Minimum system requirements provided for a quiet and efficient working environment
• Fully remote position with rotating shifts, including weekends.