{"id":4015377,"url":"https://alion.io/job/clipboard-customer-support-team-lead-3","title":"Customer Support Team Lead","company":{"id":66663,"name":"Clipboard","domain":"clipboardworks.com","url":"https://alion.io/company/clipboardworks","size_band":"501-1000","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":true,"listed_via":null,"ats_vendor":"Work at a Startup","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":{"min":30000,"max":50000,"currency":"USD","period":"year","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Metabase","optional":false}],"status":"live","first_seen_at":"2026-11-10T09:09:59Z","employer_posted_date":null,"last_verified_at":"2026-11-10T09:09:59Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"About Clipboard\nOur mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.\n\nFounded in 2016, we are a remote-first team of over 1,000 people building a top Y-Combinator company and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.\n\nAbout the Role:\n\nWorker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 200 team members who serve the 400,000+ (and growing) active professionals on our marketplace. As a Worker Operations Team Lead your primary role is to be an exceptional coach for your team.\n\nYour responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You’re also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively.\n\nThis is a fully remote position. Team members are expected to maintain working hours that overlap with Pacific Time (PT) and be available to work weekend shifts as needed.\n\nDay-to-Day Responsibilities:\n\nClosely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%\n\nProviding frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations\n\nOccasionally handling angry customer escalations\n\nEnsure schedule adherence by agents and desired productivity levels\n\nMaintaining coaching logs and providing regular written feedback to agents\n\nComfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect\n\nListen to team members’ feedback and resolve any challenges or conflicts\n\nInitiate consequence management steps in the case of low-performing team members\n\nDelegate tasks to high potential team members to build a culture of learning and development in the team\n\nSuggest and lead team building activities for team motivation\n\nExperience\n\n2+ years of coaching experience – Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement.\n\n2+ years of people management experience – Experience leading customer support teams, driving performance, engagement, and accountability.\n\n2+ years of customer support experience – Strong foundation in delivering exceptional customer service and resolving complex customer issues.\n\nWhat Success Looks Like in Worker Operations\n\nCustomer obsessed – Puts workers at the centre of every decision and consistently delivers a world-class experience.\n\nData-driven problem solver – Uses data, trends, and root cause analysis to identify issues and deliver sustainable improvements.\n\nThrives in ambiguity – Adapts quickly to changing priorities, products, and processes while maintaining high performance.\n\nCommunicates with clarity – Shares information proactively, aligns stakeholders, and provides clear, actionable feedback.\n\nBias for action – Takes ownership, moves with urgency, and focuses on delivering outcomes over perfection.\n\nContinuously learns – Quickly develops expertise in new tools, products, and processes, applying that knowledge to improve both personal and team performance.\n\nRaises the talent bar – Invests in coaching, challenges others to improve, and builds a culture of accountability and excellence.\n\nResilient under pressure – Maintains sound judgement and consistent execution during periods of high volume, incidents, and operational change.\n\nSystem Requirements\n\nMinimum 15Mbps wired internet connection\n\nMinimum i5 processor or equivalent\n\nMinimum 12GB Ram\n\nQuiet working environment\n\nSteady power and internet connection\n\nHiring Process\n\nApplication Review\n\nCase Study\n\nFirst Round Interview/Case Discussion\n\nInterview with Head of Worker Support\n\nQuick Note on Scammers: \n\nClipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here.","description_format":"text","description_chars":4913,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Freelance & Talent Marketplaces","Healthcare Staffing"],"lifecycle":[{"event":"open","at":"2026-11-10T12:24:16Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":28,"reasons":["seen:2","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/clipboard-customer-support-team-lead-3","json_url":"https://alion.io/job/clipboard-customer-support-team-lead-3.json","meta":{"generated_at":"2026-11-13T16:53:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33845,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":66663},"rest":"https://alion.io/mcp/rest/get_company?id=66663"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fclipboard-customer-support-team-lead-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fclipboard-customer-support-team-lead-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fclipboard-customer-support-team-lead-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/clipboard-customer-support-team-lead-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclipboard-customer-support-team-lead-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4015377}},{"tool":"search_jobs","arguments":{"company":"clipboardworks.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4015377},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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