--- title: 'Customer Support Team Lead at Clipboard' canonical: 'https://feeny.ai/job/customer-support-team-lead-clipboard-non-u-s-68bx69kyprzj' type: 'job' last_seen: '2026-09-09' --- # Customer Support Team Lead at Clipboard - **Company:** Clipboard - **Location:** Non-U.S. - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-01 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.ashbyhq.com/clipboard/879da742-8599-4520-9fc6-1eccac1dd7a3 ## Job description ## ABOUT CLIPBOARD 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. 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 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. 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. ## About Clipboard ## Company Overview - **One-liner**: Clipboard is a remote-first labor marketplace that connects healthcare and dental professionals with workplaces needing to fill shifts. - **Entity Type**: Private (Series C, backed by Sequoia Capital and Y-Combinator) - **Headquarters**: San Francisco, California, United States - **Founded**: 2016 - **Founders**: Wei Deng (Founder and Co-CEO) ## Core Business - **Primary industry**: Healthcare staffing / Labor marketplace / Internet marketplace platforms - **Target customers**: B2B (healthcare facilities, long-term care homes, hospitals, dental clinics, childcare centers) and B2C (healthcare workers, CNAs, nurses, hygienists) - **Mission statement**: "Uplift as many communities as possible" by connecting healthcare professionals with workplaces that need workers, helping people achieve financial stability while providing essential care. ## Products & Services - **Clipboard Marketplace**: An app-based platform where workplaces post open shifts and workers browse and claim them. Covers shift posting, scheduling, worker matching, documentation, and payment. Features include call-off coverage (automatic replacement if a worker cancels), Instant Pay, and worker vetting. - **Built For** (Industry Verticals): Long-Term Care, Hospitals, Home Health & Hospice, Dental Care, Childcare. ## Market Standing - **Valuation**: $1.3 Billion (latest reported valuation) - **Key Metric**: Profitable since 2022 (with heavy reinvestment in growth). Total funding raised: $94.1 million. - **Notable Investors/Partners**: Sequoia Capital, IVP, Y-Combinator. - **Growth Signals**: - Over 9 million shifts covered across healthcare industries. - Serves over 6,500 workplaces and 1 million workers across the U.S. - 6,500 communities served. - 125,000 workers have earned over $1,000 on the platform. - 95% of shifts get staffed when posted a day in advance; 85% are filled by a professional the workplace has worked with before. - Rapidly expanding into Home Health, Hospitals, and other verticals beyond their leadership position in Long-Term Care. - Headcount of 3,606 employees with 2.7% monthly growth and a 34% monthly increase in job postings. ## Competitive Advantages - **Market Leadership**: Dominant player in Long-Term Care staffing in the U.S. - **High Fill Rate & Retention**: 95% fill rate for shifts posted a day in advance and 85% of shifts filled by known workers create a strong network effect and reliability for facilities. - **Profitable Business Model**: Profitable since 2022, indicating a sustainable unit economy while still reinvesting heavily in growth. - **Full Vertical Integration**: Handles the entire workflow from posting and scheduling to payment and compliance, reducing administrative burden for facilities. - **Founder-Market Fit**: Founder Wei Deng got her own CNA certification to deeply understand the customer experience, fostering a culture of extreme customer empathy. ## Strategic Focus - **Vertical Expansion**: Moving beyond its stronghold in Long-Term Care into adjacent high-need verticals like Hospitals, Home Health & Hospice, Dental Care, and Childcare. - **Product & Automation**: Investing in automation to reduce friction for both facilities and workers (e.g., automatic call-off coverage, streamlined scheduling). - **Geographic Growth**: Expanding its network of workers and facilities across more communities in the U.S. - **Talent Acquisition**: Aggressively hiring across engineering, sales, and operations to fuel growth (63 active job postings). ## Why Work Here - **Culture**: Described as "remote first, high trust, and written." The team thrives on autonomy, makes decisions in live documents, and moves fast. Values include "Customer-First Mindset," "Extreme Ownership," "Increasingly High Standards," "Humility," and "Think from First Principles." - **Work Model**: Remote-first with physical offices in Los Angeles, New York City, San Francisco, and Seattle. - **Impact**: Employees directly contribute to solving critical staffing shortages in healthcare, helping workers achieve financial stability and ensuring patients receive care. - **Financial Health**: Profitable and growing, backed by top-tier investors (Sequoia, YC), providing job stability. - **Growth Opportunities**: Rapidly scaling company (3,600+ employees, growing) with a wide range of open roles across the organization. ## Sources 1. [clipboardworks.com](https://www.clipboardworks.com/careers) 2. [clipboardworks.com](https://www.clipboardworks.com/about) 3. [clipboardworks.com](https://www.clipboardworks.com/) 4. [linkedin.com](https://www.linkedin.com/company/clipboard) ## Other roles at Clipboard - [Litigation Counsel](https://feeny.ai/job/litigation-counsel-clipboard-united-states-dtc7hzhxab0f) — United States - [Billing Representative](https://feeny.ai/job/billing-representative-clipboard-philippines-44ynd2drh06z) — Philippines - [Sales Commission Analyst](https://feeny.ai/job/sales-commission-analyst-clipboard-canada-sjvngmpwvnb9) — Canada - [Sales Operations Analyst](https://feeny.ai/job/sales-operations-analyst-clipboard-north-53165masfc8t) — North, United States - [Technical Support Engineer](https://feeny.ai/job/technical-support-engineer-clipboard-non-u-s-htxjnbsep3v8) — Non-U.S. - [AI Tooling Program Manager](https://feeny.ai/job/ai-tooling-program-manager-clipboard-non-u-s-t5t4xp02hnfx) — Non-U.S. - [Revenue Strategy & Growth Associate](https://feeny.ai/job/revenue-strategy-growth-associate-clipboard-united-states-8r8cejkfw4gh) — United States - [Senior Associate, Revenue Strategy & Growth](https://feeny.ai/job/senior-associate-revenue-strategy-growth-clipboard-united-states-snhmcdkpeqbp) — United States - [Onboarding Expert](https://feeny.ai/job/onboarding-expert-clipboard-central-south-pkaear35hneq) — Central & South, United States - [Onboarding Expert](https://feeny.ai/job/onboarding-expert-clipboard-canada-united-kingdom-europe-skz5s29a2cmw) — Canada / United Kingdom / Europe