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Customer Support Team Leader (HCF Egypt)

November 28, 2025

<div><h2>Why Clipboard Health Exists:</h2> We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs. <h2>About Clipboard Health:</h2> Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on<a href="https://www.ycombinator.com/topcompanies/" target="_blank" rel="noopener noreferrer nofollow"> YC’s Top Companies</a> and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about working at Clipboard Health, take a look at our <a href="https://www.clipboardhealth.com/careers" target="_blank" rel="noopener noreferrer nofollow">Careers page</a> and <a href="https://www.clipboardhealth.com/how-we-work" target="_blank" rel="noopener noreferrer nofollow">how we work</a>.</div>About the Role First and foremost, you are an excellent coach. Your task if to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say "this isn't good, and here's why"), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and are able to become a product expert in order to serve as an excellence coaching source for your agents. Day-to-Day Responsibilities <ul> <li>Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%</li> <li>Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations</li> <li>Occasionally handling angry customer escalations</li> <li>Ensure schedule adherence by agents & desired productivity levels</li> <li>Maintaining coaching logs and providing regular written feedback to agents</li> <li>Comfortably navigating our support environment, which includes tools such as Zendesk, Metabase, and Five9</li> <li>Listen to team members’ feedback and resolve any issues or conflicts</li> <li>Initiate consequence management steps in case of low performance by team members</li> <li>Delegate tasks to high potential team members to build a culture of learning & development in the tea</li> <li>Suggest & lead team building activities for team motivation</li> </ul> Profile Must Haves <ul> <li>Coaching experience - you've been directly responsible for help others improve their performance</li> <li>Customer service experience - you have been in a customer-facing position </li> </ul> Your First Days 30 Days You become a product expert and dive straight into support, learning how to walk the walk excellently yourself so that you can coach your future agents from a better position. 60 Days You get your first team and immediately set about evaluating their performance and drafting your first SMART goals for each agent to get them hitting targets. You start leaving regular written feedback to agents and get a coaching rhythm going with them. 90 Days Your team is hitting above 90% on quality metrics. For the agents not hitting, you have a clear plan for how you expect them to get there and by when. System Requirements <ul> <li>Minimum 15Mbps wired internet connection</li> <li>Minimum i5 processor or equivalent</li> <li>Minimum 12GB Ram</li> <li>Quiet working environment</li> <li>Steady power and internet connection</li> </ul> This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST timezones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week. Last updated on Aug 20, 2024

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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