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599 customer support manager interview questions shared by candidates

Write a document that answers the following questions: ● How would you grade the performance of the individual agents? Why? ● Create a Google sheet and link it to your document. ● Grade tickets individually and add an overall grade for each agent. ● Explain your grading rubric. ● Use a numeric grading scale. ● What problems are you seeing that might be the root cause of any low-quality tickets? (Provide a detailed description of the challenges you’re seeing and provide a solution) ● If you were the manager, which two agents would identify as low performers and why? ● You have a limited amount of time in a week, how would you prioritize your time with these two agents? ● Write personalized feedback to those two agents. (Write personalized emails and link it to your document) ● What would be your plan to improve the performance of those two agents? ● Feel free to include anything else you might have noticed or want to dig into! At Clipboard Health, we expect plans to have numbers/metrics, dates, and specific action items. Plans that do not include metrics and dates are not considered to be quality, valuable plans. Additionally, we commonly see managers trying to use what is sometimes called a “compliment sandwich” when giving feedback (compliment, critique, followed by another compliment). As the blog posts we shared above emphasize, we value direct feedback and encourage you to relish discomfort when sharing it. Be direct, exude clarity, and state your expectations.
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Customer Support Team Manager

Interviewed at Clipboard

3.8★
Jul 12, 2024

Write a document that answers the following questions: ● How would you grade the performance of the individual agents? Why? ● Create a Google sheet and link it to your document. ● Grade tickets individually and add an overall grade for each agent. ● Explain your grading rubric. ● Use a numeric grading scale. ● What problems are you seeing that might be the root cause of any low-quality tickets? (Provide a detailed description of the challenges you’re seeing and provide a solution) ● If you were the manager, which two agents would identify as low performers and why? ● You have a limited amount of time in a week, how would you prioritize your time with these two agents? ● Write personalized feedback to those two agents. (Write personalized emails and link it to your document) ● What would be your plan to improve the performance of those two agents? ● Feel free to include anything else you might have noticed or want to dig into! At Clipboard Health, we expect plans to have numbers/metrics, dates, and specific action items. Plans that do not include metrics and dates are not considered to be quality, valuable plans. Additionally, we commonly see managers trying to use what is sometimes called a “compliment sandwich” when giving feedback (compliment, critique, followed by another compliment). As the blog posts we shared above emphasize, we value direct feedback and encourage you to relish discomfort when sharing it. Be direct, exude clarity, and state your expectations.

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