Experienced Customer Support Team Leader – Global Remote Opportunity at arenaflex

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, empowering them to work on-demand and achieve their full potential. As a fast-growing tech startup with a global, remote team, we're looking for an exceptional Customer Support Team Leader to join our ranks and help us serve even more healthcare professionals and facilities.

About arenaflex

arenaflex is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, transforming the market for healthcare talent. We're a diverse and inclusive company with a global, remote team that's passionate about making a difference in the lives of healthcare professionals and patients. Our commitment to innovation, customer satisfaction, and team growth has earned us a spot as one of YC's Top Companies for two years running. We've grown 25x across all key metrics in the last 18 months, and we're just getting started.

The Role

As a Customer Support Team Leader at arenaflex, you'll be responsible for leading a team of customer support agents and ensuring that they provide exceptional service to our customers. Your primary goal will be to maintain quality assurance scores above 90%, while also coaching and developing your team members to achieve their full potential. You'll be an expert in our support environment, including tools such as Zendesk, Metabase, and Five9, and will be able to navigate these systems with ease.

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 challenges or conflicts
• Initiating consequence management steps in the case of low-performing team members
• Delegating tasks to high-potential team members to build a culture of learning and development in the team
• Suggesting and leading team-building activities for team motivation

Profile Must Haves

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

• +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 developing team members
• Ability to navigate complex systems and tools

System Requirements

To ensure that you can perform your duties effectively, you'll need to have:

• 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 make a meaningful impact in their careers. Our team is passionate about making a difference in the lives of healthcare professionals and patients, and we're looking for someone who shares our vision.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of learning and development opportunities, including:

• Regular training and coaching sessions
• Access to industry-leading tools and technologies
• Opportunities for career advancement and professional growth
• Flexible working arrangements to support work-life balance

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health insurance
• Retirement savings plan
• Flexible working arrangements
• Access to industry-leading tools and technologies
• Opportunities for career advancement and professional growth

Conclusion

If you're a motivated and experienced customer support professional looking for a new challenge, we'd love to hear from you. As a Customer Support Team Leader at arenaflex, you'll have the opportunity to make a meaningful impact in the lives of healthcare professionals and patients, while also developing your skills and career. Apply now to join our team and help us revolutionize the way healthcare professionals work and grow their careers.

How to Apply

To apply for this role, please submit your resume and a cover letter explaining why you're the ideal candidate for this position. We can't wait to hear from you! Apply Job! Apply for this job