Experienced Customer Support Team Leader – Global Remote Team | arenaflex

At arenaflex, we're revolutionizing the healthcare industry by connecting healthcare professionals with on-demand shifts and healthcare facilities with access to top talent. Our mission is to empower healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs. As a fast-growing tech startup with classic two-sided network effects, we're creating a more inclusive and diverse work environment that values innovation, collaboration, and growth. We're seeking an experienced Customer Support Team Leader to join our global remote team. As a key member of our support team, you'll play a critical role in ensuring that our customers receive exceptional support and service. If you're a seasoned coach with a passion for customer service, we want to hear from you.

About arenaflex

arenaflex is a post-Series C, extremely fast-growing tech startup that's changing the game for healthcare talent. We've 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. Our team is diverse, inclusive, and global, with a shared commitment to innovation, collaboration, and growth. We're proud to be a leader in the healthcare industry, and we're excited to have you join our team.

The Role

As a Customer Support Team Leader, you'll be responsible for leading a team of customer support agents, providing coaching and feedback to ensure exceptional customer service, and driving performance improvement. You'll be the go-to expert for customer issues, and will work closely with our product team to identify areas for improvement. Your primary goal will be to maintain quality assurance scores above 90%, while also ensuring that our customers receive timely and effective support.

Day-to-Day Responsibilities

* Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics

• Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handle angry customer escalations
• Ensure schedule adherence by agents and desired productivity levels
• Maintain coaching logs and provide regular written feedback to agents
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
• Listen to team members' feedback and resolve any challenges or conflicts
• Initiate consequence management steps in the case of low-performing team members
• Delegate tasks to high-potential team members to build a culture of learning and development in the team
• Suggest and lead team-building activities for team motivation

Profile Must Haves

* +2 years of coaching experience – you've been directly responsible for helping others improve their performance

• +2 years of customer service experience – you have been in a customer-facing position
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Experience with coaching and feedback tools and techniques
• Ability to navigate complex technical issues and provide effective solutions

System Requirements

* Minimum 15Mbps wired internet connection

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

Work Environment and Culture

As a remote team, we're committed to creating a culture of collaboration, innovation, and growth. We believe in empowering our team members to work flexibly and autonomously, while also providing regular check-ins and feedback. We're a diverse and inclusive team, and we're committed to creating a workplace that values and celebrates individuality.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their skills. We offer regular training and development opportunities, as well as mentorship programs and career advancement opportunities. We believe in investing in our team members, and we're committed to creating a culture of learning and growth.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and access to cutting-edge technology and tools.

How to Apply

If you're a seasoned coach with a passion for customer service, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.

Conclusion

At arenaflex, we're committed to creating a workplace that values innovation, collaboration, and growth. We're seeking an experienced Customer Support Team Leader to join our global remote team, and we believe that you could be the perfect fit. If you're passionate about customer service and coaching, and you're looking for a challenging and rewarding role, we want to hear from you. Apply today and join our team of innovators and leaders in the healthcare industry. Apply for this job