Head of Support
At Clipboard Health (YC W17) we work with healthcare facilities such as hospitals, assisted living facilities, and rehab centers to provide on-demand nursing staff. We are a fully remote team that is humble and hardworking. We think this is the best way to improve a ton of lives. Nurses will have better schedules and shorter commutes, and patients will receive better care.
The Head of Support role is a data-heavy, customer-centric role at Clipboard Health that offers a unique opportunity to develop and lead a growing support team. You will be responsible for delivering world class customer experience while driving operational excellence and maximizing organizational effectiveness. We are looking for a leader that embodies an entrepreneurial spirit with a proven track-record of leading high performing teams, along with a passion for solving customer problems.
You will be responsible for:
Leadership • Be responsible for hiring and developing a strong, high performing support team • Manage, train and develop the support team • Be accountable for key team success metrics • Exemplify our Company Values
Internal Operations • Collaborate with CBH’s cross-functional teams (Marketing, Product, Sales, Operations, Engineering, etc) • Provide data analysis and develop processes in order to maximize team members’ effectiveness • Identify improvements to our internal tools and create scalable solutions • Maintain and improve support systems, flows, and processes to deliver the highest level of customer satisfaction
Customer Operations • Develop a process to assess customer health, identify churn risks, and create playbooks for Customer Support teams • Define the CBH customer journey and develop service levels to most effectively drive customer satisfaction • Select and manage a system for tracking customer facing activities, optimizing for customer adoption
You Should Have: • Experience in hiring and building teams • Service-oriented mentality and strong customer empathy • Flexibility in a fast paced environment • 5+ years managing customer facing and/or operations teams • Strong data analysis, prioritization, and problem solving skills. • Proven track record of implementing scalable customer-facing programs
• Significant knowledge of customer support models and best practices