[All remote jobs](https://jobicy.com/jobs.md)[![Clipboard logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/11/cbfb643f01fb-221.webp)](https://jobicy.com/company/clipboard.md)[Clipboard](https://jobicy.com/company/clipboard.md) # Customer Support Team Lead AI Summary Clipboard is seeking a Customer Support Team Lead to coach and manage a worker-support team within its healthcare staffing marketplace. The role focuses on improving agent quality, productivity, attendance, schedule adherence, and customer outcomes through structured feedback and performance plans. The lead will handle occasional escalations, use Zendesk, Metabase, and Amazon Connect, and maintain coaching documentation. Candidates need at least two years each of coaching, people management, and customer support experience. This fully remote Philippines-based role requires overlap with Pacific Time and availability for weekend shifts when needed.[Apply for this job](#job-application)[View company](https://jobicy.com/company/clipboard.md)ShareRemote from[Philippines](https://jobicy.com/job-region/philippines.md)SalaryUSD 30k–50k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished10 Nov 2026Apply before10 Dec 2026Listing views61Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### About [Clipboard](https://jobicy.com/company/clipboard.md) Our 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. Founded in 2016, we are a remote-first team of over 1,000 people building a top [Y-Combinator company](https://www.ycombinator.com/topcompanies/) 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. About the Role: Worker 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. Your 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. This 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. Day-to-Day 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 ### Experience * 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 ### Hiring Process * Application Review * Case Study * First Round Interview/Case Discussion * Interview with Head of Worker Support Quick Note on Scammers: Clipboard 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](https://forms.gle/SyGaxHFbon7Hg9fW6). Show more [Apply now >](https://jobicy.com/jobs/161028-customer-support-team-lead.md) * ![Upload CV](data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSI2NSIgaGVpZ2h0PSI2NSIgZmlsbD0ibm9uZSIgeG1sbnM6dj0iaHR0cHM6Ly92ZWN0YS5pby9uYW5vIj48ZyBjbGlwLXBhdGg9InVybCgjQSkiPjxwYXRoIGQ9Ik0wIDBINjVWNjVIMFYwWiIgZmlsbD0iIzAyOWFlYiIvPjxnIGZpbGw9IiNmZmYiIHN0cm9rZT0iI2ZmZiIgc3Ryb2tlLXdpZHRoPSIyIj48cGF0aCBkPSJNMzMuMDQ5IDE1LjQ1NGExLjQzIDEuNDMgMCAwIDAtMi4wOTcgMGwtNy41NzkgOC4xNDdhMS4zOCAxLjM4IDAgMCAwIC4wOSAxLjk3MyAxLjQ0IDEuNDQgMCAwIDAgMi4wMDgtLjA4OGw1LjEwOS01LjQ5MnYyMC42MWExLjQxIDEuNDEgMCAwIDAgMS40MjEgMS4zOTdjLjc4NSAwIDEuNDIxLS42MjUgMS40MjEtMS4zOTd2LTIwLjYxbDUuMTA5IDUuNDkyYTEuNDQgMS40NCAwIDAgMCAyLjAwOC4wODggMS4zOCAxLjM4IDAgMCAwIC4wOS0xLjk3M2wtNy41NzktOC4xNDZ6TTE2Ljc2OSAzOC40YzAtLjc3My0uNjItMS40LTEuMzg1LTEuNFMxNCAzNy42MjcgMTQgMzguNHYuMTAybC4yMTUgNi4yMjljLjIyMyAxLjY4LjcwMSAzLjA5NSAxLjgxMyA0LjIxOHMyLjUxIDEuNjA3IDQuMTcyIDEuODMzYzEuNi4yMTggMy42MzYuMjE4IDYuMTYuMjE4aDExLjI4bDYuMTYtLjIxOGMxLjY2Mi0uMjI2IDMuMDYxLS43MDkgNC4xNzItMS44MzNzMS41ODktMi41MzggMS44MTMtNC4yMThDNTAgNDMuMTEzIDUwIDQxLjA1NSA1MCAzOC41MDNWMzguNGMwLS43NzMtLjYyLTEuNC0xLjM4NS0xLjRzLTEuMzg1LjYyNy0xLjM4NSAxLjRsLS4xOSA1Ljk1OGMtLjE4MiAxLjM3LS41MTUgMi4wOTUtMS4wMjYgMi42MTJzLTEuMjI4Ljg1My0yLjU4MyAxLjAzOGMtMS4zOTUuMTktMy4yNDMuMTkzLTUuODkzLjE5M0gyNi40NjJjLTIuNjUgMC00LjQ5OC0uMDAzLTUuODkzLS4xOTMtMS4zNTUtLjE4NC0yLjA3Mi0uNTIxLTIuNTgzLTEuMDM4cy0uODQ0LTEuMjQyLTEuMDI2LTIuNjEyYy0uMTg3LTEuNDEtLjE5MS0zLjI3OS0uMTkxLTUuOTU4eiIvPjwvZz48L2c+PGRlZnM+PGNsaXBQYXRoIGlkPSJBIj48cGF0aCBmaWxsPSIjZmZmIiBkPSJNMCAwaDY1djY1SDB6Ii8+PC9jbGlwUGF0aD48L2RlZnM+PC9zdmc+) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position combines people leadership, quality management, performance accountability, and direct escalation handling in a high-volume support operation. Success requires sound judgment, data analysis, consistent coaching, and resilience during changing operational conditions. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$40,000US market range (per year)$25k–$55k0$60.50k AI insightThe ATS explicitly lists a yearly base-pay range of USD 30,000–50,000, with a midpoint of USD 40,000 per year. The estimated annual market range for a remote customer support team lead based in the Philippines and supporting a US-oriented operation is USD 25,000–55,000; this is an AI estimate, not verified salary research. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support leadership](https://jobicy.com/jobs?search_keywords=Customer%20support%20leadership.md)[People management](https://jobicy.com/jobs?search_keywords=People%20management.md)[Performance coaching](https://jobicy.com/jobs?search_keywords=Performance%20coaching.md)[Quality assurance](https://jobicy.com/jobs?search_keywords=Quality%20assurance.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Metabase](https://jobicy.com/jobs?search_keywords=Metabase.md)[Amazon Connect](https://jobicy.com/jobs?search_keywords=Amazon%20Connect.md)[Root cause analysis](https://jobicy.com/jobs?search_keywords=Root%20cause%20analysis.md)[KPI monitoring](https://jobicy.com/jobs?search_keywords=KPI%20monitoring.md)[Schedule adherence](https://jobicy.com/jobs?search_keywords=Schedule%20adherence.md)[Performance improvement plans](https://jobicy.com/jobs?search_keywords=Performance%20improvement%20plans.md)[Conflict resolution](https://jobicy.com/jobs?search_keywords=Conflict%20resolution.md)[Written feedback](https://jobicy.com/jobs?search_keywords=Written%20feedback.md)[Team development](https://jobicy.com/jobs?search_keywords=Team%20development.md) Sample interview questionsHow do you use quality assurance results to improve an underperforming agent's performance?I review the agent's QA results alongside ticket examples, productivity data, and customer feedback to identify recurring behaviors rather than isolated mistakes. I then set a small number of SMART goals, demonstrate the expected approach, document the coaching plan, and review progress regularly with specific feedback. Describe how you would handle an angry customer escalation involving a worker on the marketplace. I would first acknowledge the customer's concern, gather the relevant account and interaction history, and clarify the desired resolution. I would communicate ownership, resolve what is within policy, escalate cross-functional issues when necessary, and document root causes so the team can prevent similar cases. What metrics would you monitor to assess a customer support team's health? I would monitor QA scores, response and resolution times, productivity, schedule adherence, customer satisfaction, reopen rate, escalation volume, and attendance. I would interpret these metrics together to avoid optimizing one metric at the expense of customer experience or agent wellbeing. How do you maintain accountability while keeping a team engaged? I establish clear expectations, make performance standards visible, and provide timely, evidence-based feedback. I pair accountability with practical coaching, recognition for improvement, and development opportunities such as delegating stretch assignments to high-potential team members. How would you adapt your leadership approach during a period of high ticket volume or operational change? I would prioritize customer-impacting work, communicate changes and decision criteria clearly, and use real-time data to adjust staffing or workflows. I would keep coaching concise and focused, remain available for escalations, and collect frontline feedback to identify process improvements quickly. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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