Experienced Customer Support Team Leader – Coaching and Leadership Development

At arenaflex, we're on a mission to revolutionize the way healthcare professionals work and grow. As a Customer Support Team Leader, you'll play a vital role in helping us achieve this vision by leading a team of customer support agents and driving exceptional customer experiences. If you're a seasoned coach with a passion for leadership development, we want to hear from you.

About arenaflex

arenaflex is a fast-growing tech startup that's changing the face of healthcare talent. Our app-based marketplace connects healthcare facilities and professionals, empowering them to work on their own terms. With a global, remote team and a commitment to diversity and inclusion, we're a company that's passionate about making a difference. We've been named one of YC's Top Companies for two years running, and we're excited to have you join our growing team.

The Role

As a Customer Support Team Leader, you'll be responsible for coaching and developing a team of customer support agents. Your primary goal will be to maintain quality assurance scores above 90%, while also ensuring that your team is equipped to handle customer issues and provide exceptional support. You'll be the go-to person for coaching, feedback, and guidance, and you'll be expected to hold your team to high standards.

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 environment and adapt to changing priorities
• Strong problem-solving and analytical skills
• Ability to navigate multiple tools and systems, including Zendesk, Metabase, and Five9

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

This is a fully remote position, and we operate 24/7. We follow a rotating roster, and we expect our team members to be able to overlap with EST/PST time zones and accommodate weekend shifts if needed. However, we also offer flexibility to take leave on other days of the week. Our company culture is built on diversity, inclusion, and collaboration, and we're committed to creating a work environment that's supportive and empowering.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their careers. As a Customer Support Team Leader, you'll have access to a range of training and development opportunities, including coaching and mentoring programs, workshops, and online courses. We also offer a competitive salary and benefits package, as well as opportunities for career advancement and professional growth.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A competitive salary
• Comprehensive health insurance
• 401(k) matching program
• Flexible PTO policy
• Professional development opportunities
• Access to a range of employee perks and discounts

How to Apply

If you're a seasoned coach with a passion for leadership development, 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 discuss how you can become a vital part of our success story.

Take the Next Step

Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job