Marketplace Operations Specialist (Remote)

Remote

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 have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 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 the culture at Clipboard Health, take a look at our culture hub here.

Goal 

The goal of the Marketplace Operations Specialist is to be a bastion of knowledge and critical reasoning that the Marketplace Operations agents can rely on to ensure we meet our team success metrics and their agent KPIs. The Marketplace Operations Specialist uses exceptional judgment and noticing to make decisions on difficult cases and can explain their reasoning in a clear manner so that everyone in the team can learn from this. This role sits within our Customer Operations team and reports to the Head of Customer Operations. 

Responsibilities

1. Act as a subject matter expert on Marketplace policies and procedures internally and externally.
2. Encourage cross-functional cooperation among our customer support, marketplace operations, and product teams.
3. Proactively identify opportunities for process improvement and enhanced customer experiences, implementing these improvements to increase team performance and quality.
4. Mentor and provide feedback to a dedicated team of operations representatives, to ensure they perform to our uncomfortably high standards.
5. Take ownership of the the team's customer services queues when you are on shift, ensuring SLAs are met.
6. Track and provide regular updates on team metrics, utilizing trend analysis to develop innovative solutions that improve team performance.
7. Conduct team huddles to keep the team informed about any process changes and verify that they have a clear understanding of the changes.

Must haves:

• A minimum of three years of experience in a customer or client-facing position, with a proven track record of providing exceptional customer service.
• Strong critical thinking and attention to detail, especially with complex cases.
• Requires exceptional noticing, judgment, and decisiveness to identify operational inefficiencies, propose solutions that align with SMART criteria, and follow through to implementation.
• Demonstrates sound judgment when resolving intricate cases, considering enterprise-level goals and values.
• Exceptional written and verbal communication skills, with the ability to convey complex ideas and concepts clearly and effectively to agents.
• Exhibit exceptional leadership qualities, self-motivation, initiative, and a strong drive to achieve the team goals
• Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data

System Requirements (Equipment not provided - NO CHROMEBOOKS, NO LINUX OS) 

• Minimum 20Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position. We operate 24/7 and work on a rotating roster. You must be OK to work weekends on any shift

For any questions please reach out to andrew.lewandowski@clipboardhealth.com.