Chat Associate (Global)

Position Overview

Clipboard Health exists to lift as many people up the socioeconomic ladder as possible by connecting healthcare professionals with on-demand shifts—turning extra time and ambition into career growth and financial opportunity. Clipboard Health is a fast-growing post-Series C tech startup with a diverse, global, remote team and classic two‐sided network effects disrupting the market for healthcare talent. Our Chat Associates on the Worker Operations Team play a vital role in upholding safety and reliability by balancing risk mitigation with exceptional, customer-centered service. This is a fully remote position operating 24/7, with each shift spanning 5 days in a 7-day cycle that requires availability on both Saturday and Sunday to support peak times.

Key Responsibilities

• Communicate with customers via telephone, live chat, and web communication channels.
• Investigate attendance and quality incidents across the marketplace, using exceptional judgment to solve customer problems.
• Communicate investigation resolutions to workers and facilities with empathetic explanations and clear reasoning to diverse stakeholders.
• Work efficiently to ensure inquiries are fully and timely resolved.
• Develop initiatives to improve marketplace reliability and propose policy improvements.
• Collaborate cross-functionally with teams including customer support, operations, product, customer success, and legal.
• Manage communication on multiple platforms to resolve issues for both partner facilities and healthcare professionals.
• Stay up-to-date on product updates to ensure informed decision-making.

Required Qualifications

• Must be proficient in English; English is a first language.
• +2 years of customer support experience.
• +2 years of providing telephonic customer support.
• +2 years of Zendesk or equivalent CRM experience.
• Ability to resolve customer issues with empathy and decisive action.
• Exceptional written and verbal communication skills.
• Ability to work as part of multidisciplinary teams.
• Comfortable handling ambiguous situations and adapting to constant change.
• Possess an “I can handle anything” mentality.
• High degree of motivation, self-direction, and initiative.
• Exceptionally detail-oriented with ethical and unbiased 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.