Customer Service Associate (Global)

Why Clipboard Health Exists:

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 professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health:

Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.

Overview 

Our Customer Service Associate on the Worker Operations (W-Ops) Team play a vital role in upholding safety and reliability for both sides of our marketplace. W-Ops is the team that owns end-to-end operational functions for worker reliability (attendance, timeliness) and marketplace quality (broadly defined as “in-the-building performance”).

The ideal candidate will be able to balance risk mitigation while delivering exceptional customer experiences masterfully. They repeatedly ask “why” until they reach the root cause of issues and go the extra mile to solve our customers’ problems. Curiosity, empathy, and strong communication skills are essential to success in this role.

Note: This is a fully remote position and we operate 24/7. Each shift consists of 5 days within a 7 day cycle (Sunday to Saturday), with both Saturday AND Sunday availability required to support our peak times.

**While we are actively recruiting talent from around the world, please note that we are not currently hiring for this role in the USA.**

Responsibilities

• Assist customers via chat, voice, and email, providing timely resolutions and personalized service.
• Utilize CRM tools to manage and track customer interactions, ensuring accuracy and up-to-date information.
• Evaluate and monitor customer interactions across all channels, providing feedback and identifying areas for improvement to enhance service quality.
• Use data-driven insights to propose improvements and streamline customer relations processes.
• Review customer service data to assess effectiveness and propose improvements.
• Ensure all customer interactions align with the company’s values, maintaining professionalism and empathy.
• Guide new customers through onboarding processes, ensuring they understand products or services and are set up for success.
• Monitor and respond to customer inquiries and feedback across social media platforms, maintaining a positive online presence.

Must haves

• Must be proficient in English/English is a first language
• 2+ years of customer support experience (Voice/Chat)
• Ability to work as part of multidisciplinary teams
• Comfortable handling ambiguous situations and adaptable to constant change 
• Possess an “I can handle anything” mentality 
• Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
• Exceptionally detail-oriented
• Ethical and unbiased integrity and decision-making abilities
• A positive mindset that elevates the entire team

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection.