New Customer Support Team Lead (Non-US)

We’re hiring a Documents Team Lead to manage a team of agents who handle escalated documentation issues, fraud prevention, and onboarding quality for professionals using the Clipboard Health platform. As the Team Lead, you’ll be responsible for agent performance, quality control, queue management, and cross-functional alignment. You’ll coach SMEs to apply good judgment, ensure documentation standards are followed, and help maintain trust and safety at scale. You'll own team leadership & performance management, manage a team of Tier 1 agents who review documentation and support onboarding workflows, set expectations around speed, accuracy, and decision quality and ensure those expectations are met. You will be running regular 1:1s, tracking metrics (TAT, QA, error rates), and lead performance reviews. You will also be coaching SMEs on risk evaluation, written communication, and cross-functional collaboration.