Experienced Customer Support Team Leader – Coaching and Development Expert for Global Remote Team at arenaflex

Introduction to arenaflex and Our Mission At arenaflex, we are driven by a profound mission to uplift as many individuals as possible up the socioeconomic ladder. We achieve this by empowering healthcare professionals to convert their extra time and ambition into tangible career growth and financial opportunities. Our innovative app-based marketplace seamlessly connects healthcare facilities with healthcare professionals, enabling them to book on-demand shifts and access on-demand talent. By doing so, we facilitate healthcare professionals in working at their preferred times and locations, while healthcare facilities can meet their talent needs efficiently. This mission is at the heart of everything we do, and we are committed to making a meaningful difference in the lives of healthcare professionals and the patients they serve. About arenaflex arenaflex is a post-Series C, rapidly growing tech startup that is revolutionizing the market for healthcare talent. We boast classic two-sided network effects, which have enabled us to experience unprecedented growth. As a diverse and inclusive company, we pride ourselves on our global, remote team that is dedicated to our mission. Having been named one of YC's Top Companies for two consecutive years, we have witnessed a remarkable 25x growth across all key metrics in just 18 months. This is an exciting time to join our team, as we continue to expand our services to support more healthcare professionals and facilities, ultimately enhancing patient care. About the Role of Customer Support Team Leader We are seeking an exceptional coach to lead our customer support team. As a Customer Support Team Leader, your primary responsibility will be to provide constructive feedback, identify the root causes of performance issues, and actively train agents to rectify these defects. You will maintain high standards, prioritize the customer experience, create SMART goals for performance improvement, and deliver feedback that adheres to our stringent standards. You will also be expected to dive into customer issues, develop product expertise, and serve as an exemplary coaching source for your agents. Day-to-Day Responsibilities Closely monitor agent performance, focusing on quality, productivity, and attendance metrics, with the primary objective 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, ensuring timely and effective resolutions Ensure schedule adherence by agents and desired productivity levels, optimizing team performance Maintain coaching logs and provide regular written feedback to agents, facilitating their growth and development Navigate our support environment with ease, utilizing tools such as Zendesk, Metabase, and Five9 Listen to team members' feedback, resolve challenges and conflicts, and foster a positive team culture Initiate consequence management steps in the case of low-performing team members, ensuring accountability and performance improvement Delegate tasks to high-potential team members, promoting a culture of learning and development within the team Suggest and lead team-building activities to motivate and engage the team Profile Must-Haves Minimum 2 years of coaching experience, with a proven track record of helping others improve their performance Minimum 2 years of customer service experience, with a strong background in customer-facing positions System Requirements Minimum 15Mbps wired internet connection Minimum i5 processor or equivalent Minimum 12GB RAM Quiet working environment Steady power and internet connection Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our team members. As a Customer Support Team Leader, you will have access to numerous opportunities for professional development, including training programs, mentorship, and career advancement possibilities. You will be part of a dynamic and supportive team that values collaboration, innovation, and excellence. Our fast-paced and rapidly growing environment will challenge you to adapt, learn, and thrive, enabling you to expand your skill set and expertise. Work Environment and Company Culture arenaflex offers a unique and inclusive work environment that fosters creativity, diversity, and teamwork. As a remote team, we prioritize flexibility, autonomy, and open communication. Our company culture is built on the principles of empathy, respect, and trust, ensuring that every team member feels valued, supported, and empowered to contribute their best work. We believe in recognizing and rewarding outstanding performance, providing a positive and motivating work environment that encourages growth, innovation, and success. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, along with a range of perks and benefits that support the well-being and success of our team members. These may include, but are not limited to, flexible working hours, professional development opportunities, access to cutting-edge technology, and a comprehensive benefits package. We are committed to providing a rewarding and supportive work environment that recognizes and rewards the contributions of our team members. Conclusion If you are a motivated and experienced customer support professional with a passion for coaching and development, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Support Team Leader, you will play a critical role in shaping the customer experience, developing our team members, and driving business growth. With our commitment to innovation, diversity, and excellence, you will be part of a dynamic and supportive team that is dedicated to making a meaningful difference in the lives of healthcare professionals and patients. Apply now to embark on this rewarding journey with arenaflex and take your career to the next level. Apply for this job