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

Introduction to arenaflex At arenaflex, our mission is to empower healthcare professionals to work when and where they want, while enabling healthcare facilities to meet their talent needs. We achieve this through our innovative app-based marketplace, which connects healthcare facilities and professionals, allowing for on-demand shifts and access to top talent. As a post-Series C, fast-growing tech startup, we're revolutionizing the market for healthcare talent with classic two-sided network effects. Our diverse and inclusive company boasts a global, remote team, and we've been named one of the top companies for two years running, with a growth rate of 25x across all key metrics in the last 18 months. About the Role We're seeking an exceptional Customer Support Team Leader to join our growing team. As a seasoned coach, you will be responsible for providing feedback, identifying root causes of performance issues, and actively training agents to improve their skills. You will hold your team members to high standards, prioritize the customer experience, and create SMART goals for performance enhancement. Your expertise will also involve diving into customer issues, becoming a product expert, and serving as a coaching source for your agents. Day-to-Day Responsibilities Closely monitoring agent performance, focusing on quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90% Providing frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations Occasionally handling angry customer escalations and resolving issues in a professional and timely manner Ensuring schedule adherence by agents and desired productivity levels to meet team goals Maintaining coaching logs and providing regular written feedback to agents to facilitate growth and development 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 to foster a positive team culture Initiating consequence management steps in the case of low-performing team members to ensure accountability and improvement Delegating tasks to high-potential team members to build a culture of learning and development within the team Suggesting and leading team-building activities to motivate and engage your team Profile Must-Haves 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 and the skills required to excel in them System Requirements Minimum 15Mbps wired internet connection to ensure seamless communication and productivity Minimum i5 processor or equivalent to support our software and tools Minimum 12GB Ram to ensure efficient performance and multitasking Quiet working environment to minimize distractions and promote focus Steady power and internet connection to maintain uninterrupted work Career Growth Opportunities and Learning Benefits At arenaflex, we're committed to the growth and development of our team members. As a Customer Support Team Leader, you'll have access to ongoing training and coaching to enhance your skills and expertise. You'll also have the opportunity to work with a diverse and talented team, sharing knowledge and best practices to drive success. Our fast-growing company offers a dynamic and innovative environment, with opportunities for career advancement and professional growth. Work Environment and Company Culture Our global, remote team is built on the principles of diversity, inclusion, and flexibility. We operate 24/7, with a rotating roster that allows for flexibility and work-life balance. As a remote team member, you'll have the autonomy to work from anywhere, with the expectation of overlapping with EST/PST time zones and accommodating weekend shifts as needed. Our company culture values open communication, transparency, and collaboration, with a focus on delivering exceptional customer experiences and driving business success. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, with a range of perks and benefits to support your well-being and career growth. These may include flexible working hours, professional development opportunities, and access to cutting-edge tools and technologies. We're committed to creating a positive and supportive work environment that recognizes and rewards your contributions to our team. Conclusion If you're a motivated and experienced Customer Support Team Leader looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With your coaching expertise, customer service skills, and passion for leadership, you'll play a critical role in driving our team's success and delivering exceptional customer experiences. Join our dynamic and innovative team, and take the first step towards a rewarding and fulfilling career with arenaflex. Apply now to become a part of our global, remote team and help us revolutionize the market for healthcare talent! Apply for this job