Customer Support Team Leader (UK)

This role is focused on coaching and training agents to improve their performance in a customer support environment. The main responsibilities include monitoring agent performance, providing coaching based on feedback and metrics, handling customer escalations, ensuring schedule adherence and productivity levels, maintaining coaching logs, resolving conflicts, and delegating tasks. The goal is to maintain high-quality assurance scores and create a culture of excellence within the team.

• 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 to high potential team members to build a culture of leadership.

• Excellent coaching skills
• Ability to give feedback and identify root causes of performance issues
• Actively train agents to fix defects
• Hold team members to high standards
• Keep customer experience at the center of every conversation
• Create SMART goals for improving performance
• Write feedback that meets standards
• Dive into customer issues and become a product expert
• 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
• Comfortably navigate support environment using tools such as Zendesk, Metabase, and Five9
• Listen to team members' feedback and resolve any issues or conflicts
• Initiate consequence management steps for low performance
• Delegate tasks to build a culture of leadership

• Coaching experience
• Customer service experience
• Opportunity for career growth and financial opportunity
• Remote work flexibility
• Diverse and inclusive company culture
• Fast-growing tech startup
• Opportunity to work with a global, remote team
• Named one of YC's Top Companies
• Opportunity to revolutionize the market for healthcare talent
• Opportunity to serve healthcare professionals and facilities
• Opportunity to make a positive impact on patients' lives
• Fully remote position with occasional in-person workdays
• Flexible work schedule, including weekends and rotating shifts
• Minimum system requirements provided for equipment
• Steady power and internet connection required