Worker Operations Team Lead (Healthcare)

TL;DR

Worker Operations Team Lead (Healthcare): Managing and coaching a team of support agents for a healthcare marketplace with an accent on performance improvement, quality assurance, and agent development. Focus on driving productivity, resolving complex customer escalations, and maintaining high QA standards.

Location: Remote (Must be based in the Philippines). Required to maintain overlapping working hours with EST and PST time zones and be available for weekend shifts.

Company

A remote-first Y-Combinator company building an app-based marketplace that connects healthcare professionals with workplaces across the US.

What you will do

• Monitor agent performance metrics (quality, productivity, attendance) to maintain QA scores above 9%.
• Provide frequent coaching and structured feedback based on QA data, customer surveys, and ticket observations.
• Handle high-level customer escalations and resolve complex issues.
• Manage schedule adherence and implement consequence management for low-performing team members.
• Utilize tools such as Zendesk, Metabase, and Amazon Connect for operational oversight.
• Delegate tasks to high-potential members to foster a culture of continuous learning and development.

Requirements

• 2+ years of coaching experience with demonstrated success in structured feedback and development planning.
• 2+ years of people management experience leading customer support teams.
• 2+ years of customer support experience resolving complex customer issues.
• Must be based in the Philippines.
• Ability to overlap with EST and PST time zones and work weekend shifts.
• Technical setup: 15Mbps wired internet, i5 processor (or equivalent), and 12GB RAM.

Culture & Benefits

• Remote-first work environment in a profitable, fast-growing Y-Combinator company.
• Focus on high standards, accountability, and professional excellence.
• Culture of learning, development, and internal talent growth.