Experienced Customer Support Team Leader – Global Customer Experience

At arenaflex, we're on a mission to revolutionize the way healthcare professionals work and grow in their careers. As a fast-growing tech startup with a global, remote team, we're passionate about creating a diverse and inclusive work environment that empowers our employees to make a meaningful impact. If you're a seasoned customer support leader with a passion for coaching and developing high-performing teams, 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. Our app-based marketplace connects healthcare facilities and healthcare professionals, allowing them to work together seamlessly and achieve their goals. With a strong focus on innovation, customer satisfaction, and employee growth, we're creating a new standard for the healthcare industry. As a member of our team, you'll have the opportunity to work with a talented group of professionals who are passionate about making a difference.

The Role

As an Experienced Customer Support Team Leader at arenaflex, you'll be responsible for leading a high-performing team of customer support agents who are dedicated to delivering exceptional experiences to our customers. Your primary goal will be to maintain quality assurance scores above 90% while coaching and developing your team members to achieve their full potential. You'll be an expert in customer service, with a strong focus on coaching, feedback, and performance improvement.

Day-to-Day Responsibilities

* Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%

• 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 issues or conflicts
• Initiate consequence management steps in case of low performance by 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

* Coaching experience: You've been directly responsible for helping others improve their performance

• Customer service experience: You have been in a customer-facing position
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Experience with customer service software and tools (e.g. Zendesk, Five9)
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Strong attention to detail and organizational skills

Your First 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

* Minimum 15Mbps wired internet connection

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

Work Environment

This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST timezones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.

Career Growth Opportunities

As a member of our team, you'll have the opportunity to grow and develop your skills in a fast-paced and dynamic environment. We offer a range of training and development programs to help you achieve your career goals, including:

• Regular coaching and feedback sessions
• Opportunities for professional development and growth
• Access to industry-leading tools and technologies
• Collaborative and supportive team environment

Compensation and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary
• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Access to industry-leading tools and technologies

How to Apply

If you're a motivated and experienced customer support leader who is passionate about coaching and developing high-performing teams, 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! Apply for this job