I am applying for a Tech Support Team Lead posiion with CLipboard Health. Please complee the Case Study being sre to Hit every key point and answer every question closely relating it to the postion I am applying for.
Create charts and go above and beyond as needed
CASE STUDY LINK: https://drive.google.com/file/d/1Lc7IsRfpCSMsi_282ocYUvnh_uaMAaEl/view?pli=1
Technical Support Team Leader
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 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.
About Clipboard Health:
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 YC’s Top Companies and grown our revenue 48x in the last 26 months. 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 Careers page and how we work.
About the Role:
You are a skilled technical manager with a strong background in technical support and technical support management. Your primary responsibility is to coach agents, identify root causes of performance issues, and actively train agents to address these issues. You uphold high standards for your team (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 provide feedback that meets our standards. You are adept at diving into complex technical issues, becoming a product expert, and serving as an invaluable coaching resource for your agents.
Day-to-Day Responsibilities:
Develop and implement technical support policies and procedures to ensure consistent and effective support delivery.
Analyze technical support metrics and trends to identify areas for improvement and implement strategies to enhance support efficiency.
Coordinate with product development teams to provide feedback on recurring technical issues and suggest improvements or feature requests.
Manage technical support escalations and ensure timely resolution of critical issues.
Provide training and resources to the support team on new technologies, tools, and best practices.
Stay up-to-date with industry trends and advancements in technical support to continuously improve the support process.
Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%.
Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations.
Occasionally handle escalated customer issues, especially those that are technical in nature.
Ensure schedule adherence by agents and desired productivity levels.
Maintain coaching logs and provide regular written feedback to agents.
Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9.
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.
About my role at DoseSpot: as a Team Lead of the Level 2 Team
Led the Level 2 Support team by helping to develop KPis, define new processes and workflows, build out documentation, and ensure the team has a balanced workload.
Acted as active member of the team, assisting on difficult cases, engaging other teams, and owning your own workload, this is a working lead role
Served as technical owner for new customer integrations by providing guidance on install, update, and basic connectivity between customer systems and DoseSpot for successful implementation.
Supported new customer integrations to the DoseSpot platform, which includes testing, troubleshooting, support, and solution presentation for seamless operation within the client’s software platform
Supported cases escalated by the Level 1 Support team that require additional technical understanding of the application and its systems
Leveraged programs, documentation, and partner with the Development team to find solutions for escalated issues or submit the issue for further research
I was repsonsbible for managing a team of 4 people. I spent alot of my time dealing with customer cases and any escalations that are coming up within the current team and the other side of the role consists of doing performance managing coaching, devloping the team members, mentoring, doing the full cycle of the people leader role of the current team while also managing the customer cases aswell.
In addition to that I worked closely with the acct management teams, development team to kind of resolve some of the issues coming up. Level 2 team is more focused on resolving complex cases that are being brought up by the level 1 team such as like: integrations, API integrations, once they onbaorded how can they get into the prescription workflow and integration.
I handle projects such as more consistent metrics of reporting in place to ensure that if there are some trends being viewed kind of discovering that and making changes based on those trends and working wih cross functional teams whenever I are making changes in my workflow making sure it aligns to the workflow that the level 2 team is working on as well.
3 of the memebrs a more so senior level in their career, while 1 indivial was more of a subject matter expert
ABout my role a Calendly: as a Team Lead
In my previous role as a Team Lead at Calendly, I spent around 60% of my time focused on managing and supporting my team of customer support agents, while the remaining 40% was dedicated to handling escalated, complex customer inquiries directly. As a hands-on leader, I believe in striking the right balance between providing guidance, coaching, and professional development opportunities for my team members, while also remaining actively involved in addressing our customers’ most intricate technical challenges.
A team huddle to set priorities, resolve issues, and balance workload would start my day. I then reviewed performance indicators, identified areas for growth, and gave constructive comments in one-on-one coaching or group training sessions.
I worked closely with cross-functional teams including development and engineering to understand and share product updates, troubleshoot issues, and improve our support processes throughout the day. I investigated escalated situations using my API, SQL database, and programming language skills to find root reasons and provide remedies.
Regarding the specific levels mentioned:
· Level 1: These agents are typically entry-level or in their first 90 days, focused on learning the product, completing certifications, and handling basic ticket and chat inquiries. They are the first line of support, triaging and resolving straightforward issues.
· Level 2: Considered Tier 1 agents, they have a more advanced understanding of the product and can assist all customer levels. They handle escalations from Level 1, live chat, email, and Slack queries.
· Level 3: These agents are proficient in handling emotional escalations, live chat, email, and Slack inquiries. They likely have more experience and can tackle more complex issues.
· Level 4: Akin to your Tier 2 level, these agents handle escalations from Tier 1, phone calls for enterprise customers, scheduled calls, and advanced troubleshooting tasks involving technologies.
· Level 5 (Team Lead): The most seasoned agents, they handle escalations from all lower levels, live chat, email, scheduled calls, Datadog queries, Slack inquiries, and serve as subject matter experts (SMEs) for projects and knowledge sharing.
How do I currently measure the sucess of my team and direct reports:
In my experience at Calendly and DoseSpot, I measure the success of my team using a combination of quantitative and qualitative metrics. Quantitatively, I track KPIs such as adherence to schedules, chat acceptance rates, QA scores, issues resolved per hour, customer-facing time, one-touch resolution rates, and the total number of solved cases. I then compare these metrics against the top 25% of individuals within their respective tier levels to ensure we are meeting and exceeding industry standards. This data-driven approach helps identify areas where the team excels and areas needing improvement.
Beyond the numbers, I also focus on qualitative aspects to gauge success. I look for team members who go above and beyond their core responsibilities, such as taking on extra tasks, assisting colleagues, participating in additional training sessions, and proactively seeking ways to improve and grow. This holistic view allows me to recognize not just the output but also the effort and initiative that contribute to a high-performing team. By balancing these quantitative and qualitative measures, I ensure that my team not only meets performance targets but also fosters a culture of continuous improvement and collaboration.
I recently completed a project which is still undergoing testing within the team for a new ticketing system called Loris which aids and helps chats flow much easier.
HOW PERFORMANCE IS GRADED:
Your first 30-60-90 days
Month 1
• (TIER 1)- LEVEL1
•
Week 1: Complete Corporate Onboarding
•
Week 2: Cert 1 – Cert 1 Free & Standard Users – Assessment 1 & Project
•
Week 3: Cert 1 – Cert 1 Free & Standard Users – Assessment 2
Week 4: Focus on meeting KPI expectations
Month 2 (TIER 1 ) – LEVEL 2 AND 3
• Week 5: Cert 2 – Professional / Standard Single Users – Assessment and Project
• Week 6: Focus on meeting KPI expectations
Week 7: Cert 3 – Professional / Standard Owners & Admins – Assessment and Project
• Week 8: Focus on meeting KPI expectations
Month 3 (TIER 1 ) – LEVEL 2 AND 3
• Week 9: Focus on meeting KPI expectations
• Week 10: Focus on meeting KPI expectations
• Week 11: Focus on meeting KPl expectations
• Week 12: Focus on meeting KPI expectations
METRICS AND KPI:
Core
KPI THRESHOLD GOAL
Adherence 80% 85%
QA Score 85% 90%
Chat Acceptance
85% 90%
Solves per Hour 3/hr 4/hr
KNOWLEDGE ARTICLE Read Rate ——– 100%
Lessonly Completion —– %
100%
SOFT GLOALS
SOFT GOAL THRESHOLD GOAL
CSAT 80% 85%
1 TOUCH% 85% 90%
PRODCUTIVE TIME 55% 65%
CSAT IS CUSTOMER SATIFACATION SCORE, AFTER A CHAT OR EMAIL WHAT A CUSTOMER RATES THEIR EXPERIENCE. IT IS A SOFT GOAL BECUASE ITS NOT SOMETHING THE AGENT CAN 100% CONTROL.
1 TOUCH IS IF A AGENT WAS ABLE TO SOLVE A CHAT/ EMAIL WITHIN ONE SITING WITHOUT NEEDING TO AWAIT FOR A CUSTOMER REPLY SUCH AS : PENDING A EMAIL DUE TO AWAIITNG MORE INFORMATION
PRODUCTIVE TIME: HOW MUCH TIME A AGENT IS ACTUALLY ASSITING CUSTOMER VS SCHEDULING TIME TO COMPLETE TRAININGS (LESSONLY) OR TAKING TIME OUT TOSTUDY SOME KNOWLEDGE ARTICLES.
HOW AGENTS GET TO THE NEXT LEVEL:
TENURE CERTIFICATIONS PERFORMANCE
TOTAL TENURE Each level has certificaiton requirements 3 months running of hitting all core kpis
Total time at company
Tenure in level
Total time in current level
WHAT A SAMPLE SCORECARD MAY LOOK LIKE ( PHOTO ATTATCHED)
Rubric for scoridng tickets and chats
Did the agent follow the proper account security procedures for Email change requests ?
Verify: Did the agent ask appropriate, relevant questions to ensure that they fully understood the customer’s issue? Did the agent restate the issue, or otherwise confirm understanding of the issue, before proceeding to investigation?
Investigate: Were all agent replies sent within 2 minutes? If not, did the agent set proper expectations regarding possible delays? If switching channels, were proper expectations set? Were any relevant next steps sent before switching channels?
Solve Issue: Did the agent provide the correct solution?
Did we provide personalized solutions specific to the CX’s use-case (if applicable)? When appropriate, did we offer to help connect a calendar and/or set up their first ET? If the CX was in their First 30 Days, were appropriate resources sent?
DId we provide personalized solutions specific to the CX’s use-case (if applicable)? When appropriate, did we offer to help connect a calendar and/or set up their first ET? If the CX was in their First 30 Days, were appropriate resources sent?
If converted to email, or sent to a different team member/department: Did we have a valid reason for doing so? For escalations: were the correct procedures observed? Were proper escalation notes added? If sent call link: was the link single-use?
ofessional
Were all appropriate tools and resources utilized to ensure maximum efficiency?
Was good ticket hygiene observed? -Was the correct ticket form implemented? Were the correct reason, feature, and resolution indicated? If applicable, were the appropriate tags applied?
Effective Communication
Did the agent refer to the customer by their name within the initial greeting?
Did the agent introduce themselves appropriately in the conversation?
Did the agent explicitly thank the customer for contacting or reaching out?
Did the agent explicitly display enthusiasm and willingness to help at the opening of the conversation?
Did the agent apologize for the issue/concern conveyed by the customer?
TO answer question number 2 here is my drafted response : Please simplify it but make it very detailed aswell as you see fit
**
**Situation:**
The technical support team at DoseSpot has received multiple reports from end users and internal support team escalations indicating that a key function on the platform appears to be down. Upon investigation, error logs within our tools confirm these reports.
**Action Plan:**
1. **Immediate Verification and Communication (Day 1):
**
– **Verify the Issue:**
–
**Action:** Immediately check the error logs using tools like DataDog to confirm the reports and identify the specific nature of the issue.
–
**Metric:** Verify within 1 hour of receiving the initial report.
–
**Initial Communication:
*Action:** Notify the internal team and key stakeholders, including the Development and Account Management teams, about the issue.
–
**Metric:** Send the initial notification within 2 hours, including a brief on the issue and expected next steps.
2. **Error Analysis and Triage (Day 1):**
–
**Error Analysis:**
–
**Action:** Conduct a detailed analysis of the error logs to pinpoint the root cause. Cross-reference with recent changes or updates that might have triggered the issue.
–
**Metric:** Complete initial root cause analysis within 4 hours.
–
**Triage:**
–
**Action:** Categorize the issue based on severity and impact. Prioritize it as a critical issue if it significantly affects user functionality.
–
**Metric:** Categorize and prioritize the issue within 1 hour after analysis.
3. **Cross-Functional Collaboration (Day 1-2):**
–
**Engage Development Team:**
–
**Action:** Set up an urgent meeting with the Development team to discuss the findings and develop an action plan for resolution.
–
**Metric:** Schedule and conduct the meeting within 24 hours.
–
**Temporary Workaround:**
–
**Action:** If possible, identify and implement a temporary workaround for users affected by the issue while the permanent fix is being developed.
–
**Metric:** Communicate the workaround to the support team and users within 24 hours.
4. **Resolution and Testing (Day 2-4):**
–
**Develop Fix:**
–
**Action:** Collaborate with the Development team to create and deploy a fix.
–
**Metric:** Aim to have the fix developed within 48 hours.
– *
*Testing:**
– *
*Action:** Conduct thorough testing to ensure the fix resolves the issue without introducing new problems.
–
**Metric:** Complete testing within 24 hours after the fix is developed.
5. **Deployment and Monitoring (Day 4-5):**
– *
*Deploy Fix:**
– *
*Action:** Deploy the fix to the production environment.
– *
*Metric:** Deploy within 1 day after successful testing.
– *
*Post-Deployment Monitoring:**
– *
*Action:** Monitor the platform closely for any further issues or anomalies.
– *
*Metric:** Conduct continuous monitoring for at least 48 hours post-deployment.
6. **Communication and Documentation (Day 5-6):**
–
**Internal Communication:**
–
**Action:** Inform the internal team and stakeholders about the resolution and any steps taken.
–
**Metric:** Send a detailed resolution report within 24 hours of deployment.
–
**User Communication:**
–
**Action:** Notify the affected users about the resolution and provide any necessary guidance or support.
– *
*Metric:** Send user communication within 24 hours of confirming the fix.
–
**Documentation:**
– **
Action:** Update the internal knowledge base with detailed documentation of the issue, steps taken, and final resolution.
– *
*Metric:** Complete documentation within 48 hours of resolution.
**Direct Feedback Approach:**
When providing feedback to the team regarding the handling of this incident, I would follow this approach
:
1. **Acknowledgment of Efforts:**
–
“I appreciate the swift action taken by everyone to verify and escalate the issue promptly. It shows our commitment to maintaining high service standards.”
2. **Areas for Improvement:**
–
“However, we need to improve our initial response time to error verifications to ensure that our internal teams and stakeholders are informed even faster. This will help us in mobilizing resources more swiftly.”
3. **Clear Expectations:**
– “Moving forward, I expect us to have our initial verification and communication process completed within the first hour of receiving a critical report. This will ensure we are always a step ahead in managing and resolving any platform issues effectively.”
