Experienced Customer Support Team Leader – Coaching, Leadership, and Customer Experience Expertise for a Fast-Growing Tech Startup

Introduction to arenaflex

At arenaflex, we are driven by a powerful mission to uplift as many people as possible up the socioeconomic ladder. We achieve this by providing a platform that empowers healthcare professionals to turn their extra time and ambition into career growth and financial opportunities. Our innovative app-based marketplace connects healthcare facilities with healthcare professionals, allowing them to book on-demand shifts and access on-demand talent. This revolutionary approach enables healthcare professionals to work when and where they want, while healthcare facilities can meet their talent needs efficiently.

About arenaflex

arenaflex is a post-Series C, extremely fast-growing tech startup that is transforming the market for healthcare talent. We pride ourselves on being a diverse and inclusive company with a global, remote team. Having been named one of the top companies for two years running, we have experienced unprecedented growth, with a 25x increase across all key metrics in just 18 months. This is an exciting time to join our team, as we continue to serve more healthcare professionals and facilities, ultimately enhancing patient care.

About the Role

We are seeking an exceptional Customer Support Team Leader who is not only an excellent coach but also a leader, a mentor, and a customer experience expert. Your primary responsibility will be to provide feedback, identify performance issues, and actively train agents to address these defects. You will hold your team members to high standards, prioritize the customer experience, create SMART goals for improvement, and deliver constructive feedback that meets our standards.

Key Responsibilities

• Closely monitor agent performance, focusing on 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
• Handle customer escalations in a professional and courteous manner
• Ensure schedule adherence by agents and desired productivity levels
• Maintain coaching logs and provide regular written feedback to agents
• 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
• Suggest and lead team-building activities for team motivation

Essential Qualifications

To be successful in this role, you must have:

• At least 2 years of coaching experience, with a proven track record of helping others improve their performance
• At least 2 years of customer service experience, with a strong understanding of customer-facing positions

System Requirements

To work effectively in this fully remote position, you will need:

• A minimum 15Mbps wired internet connection
• A minimum i5 processor or equivalent
• A minimum 12GB Ram
• A quiet working environment
• A steady power and internet connection

Work Environment and Culture

At arenaflex, we value diversity, inclusivity, and flexibility. As a fully remote team, we operate 24/7 and follow a rotating roster. While we expect you to overlap with EST/PST time zones and accommodate weekend shifts if needed, you will have the flexibility to take leave on other days of the week. Our culture is built on trust, open communication, and a passion for learning and development.

Career Growth Opportunities and Learning Benefits

As a Customer Support Team Leader at arenaflex, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs to enhance your coaching and leadership skills
• Opportunities to work with a diverse and talented team of professionals
• A culture that encourages innovation, creativity, and experimentation
• Regular feedback and coaching to help you achieve your goals

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, as well as a range of perks and benefits, including:

• A flexible and remote work environment
• Opportunities for professional growth and development
• A culture that values work-life balance and flexibility
• Access to a range of tools and resources to support your work

Conclusion

If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Team Leader at arenaflex, you will have the chance to make a real difference in the lives of healthcare professionals and patients, while developing your skills and advancing your career. Don't miss out on this opportunity to join a fast-growing and innovative tech startup – apply now and take the first step towards an exciting and rewarding career with arenaflex.