We’re looking for a leader who is adaptable, able to pivot processes overnight when required, propel new process adoption, able to coach and MOST OF ALL - addicted to hitting metric goals and smoothing out the chaos that comes with being in a client-facing team in the tech startup world! The ideal candidate has 5-10 years of experience helping large customer support teams scale. 

Responsibilities 

• Help us meet our company revenue growth goal of increasing 30% month-after-month. 

• Able to understand complex topics and break them down into digestible processes for the team. The ideal candidate needs to understand how to craft compliant processes. Adoption of these new processes is often the hardest part when changes occur. The ideal candidate knows how to support the team is adopting new releases (whether it is a new product feature, new CRM, or new healthcare staffing regulation to follow). 

• This leader will consistently look at metrics in terms of communication quality & responsive timeliness (texts, emails, outbound calls, inbound calls, wait times, voicemails) and overall health scores (deriving from client satisfaction scores) 

• Able to “put out fires” we call it. This leader knows how to find the right solution for support inquiries that are delicate situations and understands legal complexities that come with some of these type of requests. Along with this, the ideal candidate knows how to build the product or process to ensure these type of requests do not occur again. 

Required Qualifications

• 5-10 or more years of experience managing a large Customer Success Department

• Experience managing processes that scale/ creating efficiencies 

• Experience with basic troubleshooting. Comfortable submitting risk mitigating Jira tickets, working with Engineers during outages, reporting bugs, etc.

• Business Degree or similar

• Customer Success Manager Tech Startup Experience 

• Experience managing CRM’s

• Strong mediation skills

• Demonstrates utmost professionalism at all times

• Comfortable working remote as we are 100% remote company

• Leadership & Coaching Skillset

• Analytical with metrics

• High-degree of organizational skills and highly communicative 

Preferred Qualifications

• Experience building out training that works well for international BPO teams

• Experience creating processes and training that works well even when you are not working. Our Customer Support team is staffed 24/7, even on weekends and holidays due the nature of the healthcare industry. 

• Healthcare Staffing Experience

• Experience managing Zendesk Support and other ZD products 

Benefits:

• Medical, dental and vision health insurance

• Competitive compensation package

• Unlimited vacation

Clipboard Health does not discriminate against age, race, color, religion, ancestry, national origin, sexual orientation, disability, medical condition, marital status, or registered domestic partner status in looking for potential hires. We believe in fair equal employment opportunities.