Tell us about yourself!
I am a technical manager for Clipboard Health. I just got promoted in February, and I’m building a new technical support team almost from scratch. We have one other member right now, but the team is growing rapidly.
Because Clipboard Health and our customer support team are growing so rapidly in general, the idea behind the new team is to have a group that specializes in technical support specifically, letting customer service do what it does best by taking more technical problems off their plate.
My team will also help the product and engineering teams gather information about problems better, and just overall do a lot to increase the speed at which we resolve issues for our users.
Why did you join Clipboard Health?
I’m a nurse by profession, but I’m no longer practicing. I learned over time that I love to give customer support more than I love giving bedside service. Once I had a good idea that nursing wasn’t for me, I moved into the corporate world in a customer support capacity. Finding Clipboard Health was exciting for me because I had a way to bring those two worlds together. I love being able to use my experience as a nurse to solve problems for nurses faster.
Other than being the “mother of the tech support team” I’m also the mother of a five-year-old child; when I’m not working a lot of my life tends to revolve around parenting and family in general.
Tell us about your skill set - what do you specialize in? What new skills are you trying to pick up?
I just got promoted to technical manager this year, which means I have a lot of space for growth. I’m currently very good at handling customer issues, especially in terms of “grasping all the details” and knowing why and how something happened.
I believe being curious and digging deep into problems is the only way to consistently solve them, so that’s been a big help during my time at CBH. Every once in a while there are problems I can’t solve myself, but Clipboard is very serious about making sure everyone has access to everyone else’s help, so there’s never a time when I can’t find the right person to help me solve the problem and keep things moving quickly for the user.
In terms of skills I’m learning, management is a whole set of skills that are new to me. Before this, the closest I’ve come to a full manager position is being a team lead, but I’ve been very successful in my role and Clipboard is nothing if not a place where performance means bigger and better responsibilities. I’m very glad that I have access to Yousif, Robinson, Lucas, and Scott. Every time I’ve needed them, they’ve been very generous with their time and experience.
Where do you see the company going over the next few years?
The challenge with Clipboard Health has always been maintaining control and speed while the company goes through explosive, almost uncontrollable growth. We’ve made our app and given facilities and healthcare professionals a lot of flexibility and utility they didn’t have before. We are giving people something they really need and they are making use of it in high numbers, and keeping up with that means constantly learning.
Anywhere you go in the company, you find people automating processes or giving the customers better FAQs and features so they can do more and more themselves in an easier, faster way. Every team is doing a lot of that work for themselves too, taking a look at the way they do things and making constant improvements. It’s hard, but it also means your team and the company are better and better every day.
What are some of the things you like about working here?
Some customers pick their “favorite” customer support agent. They’d get used to working with one person to the point where they’d get an idea of what their work schedule was and would ask for them by name when they called, or who learned their work email addresses and would email them directly. It’s nice to know you are doing a good enough job that someone has that kind of confidence in you.
You get to know the users, as well. Eventually, you have an idea of who they are as people which not only helps you to understand their problems but also helps you find better ways to care more. Genuinely caring about the people and their problems is much more helpful than you might think; it makes your motivation to help them more “real”.