Onboarding Escalations SME

About the Role

Subject Matter Expert (SME)

You will be part of a ~40-member internal SME group responsible for handling edge-case documentation issues, internal consults, and trust-related escalations that ensure the quality, safety, and compliance of our marketplace.

If you’re someone who thrives on solving high-stakes operational challenges and wants to be a key player in maintaining trust at scale, this is the role for you.

Key Responsibilities

• Manage Escalated Document Cases:

  Review and resolve complex or unclear documentation submitted by healthcare professionals (HCPs) that have been flagged for issues, fraud indicators, or quality concerns.

• Prevent Risk & Fraud:

  Identify suspicious documentation patterns and prevent potentially unsafe actors from entering the platform.

• Cross-Team Consultations:

  Serve as an internal consultant to Sales, Account Management, Product, Legal, and other teams regarding document standards, onboarding requirements, and policy interpretations.

• Process Ownership & Documentation:

  Own and execute daily operational tasks such as document status changes, mapping, unread document resolution, and special projects.

• Continuous Improvement:

  Regularly contribute to refining internal policies, updating requirements (e.g., new attestation forms), and closing process gaps.

• Collaboration & Communication:

  Work cross-functionally to resolve inquiries and improve internal workflows. Respond to questions with clarity and speed via Slack and other internal tools.

• Stay Current:

  Remain up to date with evolving product features and documentation requirements to ensure decisions are aligned with the latest guidelines.

What We're Looking For

• Some experience in trust & safety, document verification, compliance operations, healthcare credentialing, customer support, or similar.
• Strong analytical skills and attention to detail — you're someone who notices what others miss.
• Ability to make sound decisions quickly in ambiguous or gray-area situations.
• Strong written communication skills and the ability to explain complex topics clearly.
• Highly organized and reliable, with a bias for action and ownership.
• Proven track record of operating well in fast-paced, remote work environments.
• Comfortable using productivity tools such as Slack, Google Sheets, and task managers.
• Ability to work independently while collaborating effectively across teams.

Technical & Workspace Requirements

• Located in the

  Asia region

  .
• Wired internet connection with minimum 15Mbps download speed.

• Minimum system requirements:

• CPU: Intel i5 (8th gen+) / AMD Ryzen 5 (2000 series+) / Apple M1 or higher
• RAM: 12 GB (16 GB recommended)
• Quiet and professional working environment.
• Noise-canceling headset and stable power/internet connection.

Important

• Please do not Email or InMail any Recruiter or Hiring Managers for this role. The best way to be considered is through applying to the role.
• This role requires the completion of a test assessment; problem solving using made-up (not real world) data. Please ensure to check your inbox + spam folders; you will get the email within 1-2 days after applying.
• Please note that the Expected Salary question in the application form is yearly/annual/per year format. Please do not include monthly or weekly salary expectations.
• The final compensation/salary will be based on the region, skills, and overall assessment & interview performance.
• It is not a recommended to take the interviews via a mobile phone.

Why Clipboard Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent.

About Clipboard:

Clipboard is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).

We are a YC Top Company with a global, remote team of 700+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.

We are looking for your help to keep growing so we can serve more professionals and workplaces.

To learn more about us, take a look at our website here.