Experienced Customer Support Team Leader – Global Customer Experience

At arenaflex, we're on a mission to revolutionize the way healthcare professionals work and grow their careers. Our innovative app-based marketplace connects healthcare facilities and professionals, allowing them to access on-demand shifts and talent. As a Customer Support Team Leader at arenaflex, you'll play a vital role in ensuring our customers receive exceptional support and experience. If you're a passionate coach with a knack for developing high-performing teams, we want to hear from you.

Why Join arenaflex?

arenaflex is a fast-growing tech startup with a global, remote team that's passionate about making a difference in the lives of healthcare professionals. We're a diverse and inclusive company that's committed to creating a work environment that's both challenging and rewarding. As a Customer Support Team Leader, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

About the Role

As a Customer Support Team Leader, you'll be responsible for leading a team of customer support agents who are dedicated to providing top-notch support to our customers. Your primary goal will be to maintain quality assurance scores above 90% while ensuring that your team is equipped with the skills and knowledge they need to succeed. You'll be an excellent coach, able to identify root causes of performance issues and develop targeted training programs to address them. You'll also be a product expert, able to dive into customer issues and provide solutions that meet their needs.

Day-to-Day Responsibilities

As a Customer Support Team Leader, your day-to-day responsibilities will include:

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics
• Providing frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations
• Ensuring schedule adherence by agents and desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Comfortably navigating our support environment, which includes tools such as Zendesk, Metabase, and Five9
• Listening to team members' feedback and resolving any issues or conflicts
• Initiating consequence management steps in case of low performance by team members
• Delegating tasks to high-potential team members to build a culture of learning and development
• Suggesting and leading team-building activities for team motivation

Profile Must Haves

To be successful in this role, you'll need to have:

• Coaching experience – you've been directly responsible for helping others improve their performance
• 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
• Ability to adapt to changing priorities and deadlines

Your First Days

As a new Customer Support Team Leader, you'll have the opportunity to learn and grow with our team. Here's what you can expect in your first 30, 60, and 90 days:

• 30 Days: You'll become a product expert and dive straight into support, learning how to walk the walk excellently yourself so that you can coach your future agents from a better position.
• 60 Days: You'll get your first team and immediately set about evaluating their performance and drafting your first SMART goals for each agent to get them hitting targets. You'll start leaving regular written feedback to agents and get a coaching rhythm going with them.
• 90 Days: Your team will be hitting above 90% on quality metrics. For the agents not hitting, you'll have a clear plan for how you expect them to get there and by when.

System Requirements

To ensure that you have a seamless experience as a Customer Support Team Leader, we require:

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

Work Environment

As a fully remote position, you'll have the flexibility to work from anywhere with a stable internet connection. We operate 24/7 and follow a rotating roster, so you'll need to be able to overlap with EST/PST time zones and accommodate weekend shifts if needed. However, you'll also have the flexibility to take leave on other days of the week.

Compensation and Benefits

As a Customer Support Team Leader at arenaflex, you can expect a competitive salary and benefits package that includes:

• Competitive salary
• Comprehensive health insurance
• Retirement plan
• Paid time off
• Professional development opportunities
• Flexible work arrangements

How to Apply

If you're a passionate coach with a knack for developing high-performing teams, we want to hear from you. Apply now to join our team and help us deliver exceptional customer experiences to our customers. [Apply to this job](https://builtin.com/job/customer-support-team-leader-arenaflex/3082171?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Don't miss out on this opportunity to join a fast-growing tech startup that's making a difference in the lives of healthcare professionals. Apply now to become a Customer Support Team Leader at arenaflex. Apply for this job