Customer Support Team Lead

Where? This Role is Open to Non-US Applicants  We operate 24/7 and follow a rotating roster

We’re hiring a Documents Team Lead to manage a team of agents who handle escalated documentation issues, fraud prevention, and onboarding quality for professionals using the Clipboard Health platform. As the Team Lead, you’ll be responsible for agent performance, quality control, queue management, and cross-functional alignment. You’ll coach SMEs to apply good judgment, ensure documentation standards are followed, and help maintain trust and safety at scale.

What You’ll Own

Team Leadership & Performance Management

• Manage a team of Tier 1 agents who review documentation and support onboarding workflows

• Set expectations around speed, accuracy, and decision quality and ensure those expectations are met.

• Run regular 1:1s, track metrics (TAT, QA, error rates), and lead performance reviews.

• Coach SMEs on risk evaluation, written communication, and cross-functional collaboration.

Queue Oversight & Operational Execution

• Monitor and manage daily document queues, unread case resolution, and onboarding document tasks.

• Step in to support agents with complex or ambiguous submissions as needed.

• Balance the team’s workload across shifts and ensure SLAs are consistently met across time zones.

Quality & Risk Management

• Ensure document approvals are consistent, complete, and policy-aligned.

• Track common error patterns, escalate systemic issues, and implement improvements.

• Collaborate with QA and Legal teams to uphold trust and compliance standards.

Cross-Functional Coordination

• Act as the primary liaison between your team and functions like Sales, Support, Product, and Legal.

• Triage and resolve document-related issues that block onboarding or raise compliance questions.

• Represent your team in weekly operational syncs and drive alignment with broader workflows.

Training & Continuous Improvement

• Onboard and ramp new Tier 1 agents quickly and confidently.

• Provide hands-on coaching to help agents navigate complex cases or unclear documentation.

• Identify recurring workflow issues and partner with internal teams to address root causes.

What We’re Looking For

• Experience managing or coaching frontline agents (e.g., in document review, support, or compliance).

• Strong operational instincts, you know how to manage queues, meet SLAs, and respond to changing needs.

• Excellent written communication and feedback skills.

• Confidence working in gray areas and helping others build judgment.

• Detail-oriented with strong organizational and problem-solving skills.

• Bonus: Experience in credentialing, healthcare operations, compliance, or trust & safety.

Why This Role Matters

Every shift on our platform starts with someone being approved to book. If we get documentation wrong, if we miss a fraud risk, approve the wrong license, or delay onboarding we put customers, patients, and our business at risk. Your team makes sure that doesn’t happen. You’ll be a manager dedicated to this function, helping us scale a high-trust document review process that protects our platform and enables healthcare professionals to start work with speed and confidence.

System Requirements

• Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent

• Minimum 12GB Ram

• Quiet working environment

• Steady power and internet connection

This is a fully remote position. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.