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

Introduction to arenaflex At arenaflex, we are driven by a profound 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 for on-demand shifts and access to talent. This mission is at the heart of everything we do, and we are committed to enabling healthcare professionals to work when and where they want, while also helping healthcare facilities meet their talent needs. About arenaflex arenaflex is a post-Series C, extremely fast-growing tech startup that is revolutionizing the market for healthcare talent. We boast classic two-sided network effects and have been named one of the top companies for two years running. With a diverse and inclusive global, remote team, we have experienced unprecedented growth, with all key metrics increasing by 25x in just 18 months. This is an exciting time to join our team, as we continue to serve more healthcare professionals and facilities, ultimately better serving patients. To learn more about working at arenaflex, we invite you to explore our Careers page and discover how we work. About the Role We are seeking an exceptional Customer Support Team Leader who is, first and foremost, an excellent coach. Your primary responsibility will be to provide feedback, identify root causes of performance issues, and actively train agents to address these defects. You will hold your team members to high standards, keeping the customer experience at the forefront of every conversation. Your role will involve creating SMART goals for improving performance, writing feedback that meets our standards, and diving into customer issues to serve as a product expert and 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 courteous 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 in a fair and timely manner 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 background in customer-facing positions System Requirements Minimum 15Mbps wired internet connection to ensure reliable and efficient communication Minimum i5 processor or equivalent to support our software and tools Minimum 12GB Ram to ensure smooth performance and multitasking Quiet working environment to minimize distractions and ensure focus Steady power and internet connection to maintain productivity and availability What We Offer This is a fully remote position, offering the flexibility to work from anywhere in the world. We operate 24/7 and follow a rotating roster, with the expectation that you will be able to overlap with EST/PST time zones and accommodate weekend shifts if needed in case of emergencies. However, you will have the flexibility to take leave on other days of the week. At arenaflex, we are committed to providing a supportive and inclusive work environment that fosters growth, development, and success. Career Growth Opportunities As a Customer Support Team Leader at arenaflex, you will have access to a range of career growth opportunities, including professional development, training, and mentorship. You will be part of a dynamic and fast-growing team, with the chance to make a real impact on our mission and vision. We encourage innovation, creativity, and experimentation, and we are committed to helping you achieve your career goals. Work Environment and Company Culture At arenaflex, we pride ourselves on our diverse and inclusive company culture. We believe in fostering a sense of community and belonging, and we are committed to creating a work environment that is supportive, collaborative, and fun. We offer a range of perks and benefits, including flexible working hours, remote work options, and access to cutting-edge technology and tools. We are a team of passionate and dedicated individuals who are driven by a shared mission and vision, and we are excited to welcome like-minded individuals to our team. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits that are designed to support your well-being, growth, and success. These include, but are not limited to, flexible working hours, remote work options, access to cutting-edge technology and tools, and opportunities for professional development and growth. We are committed to providing a comprehensive and supportive benefits package that meets the needs of our team members. Conclusion If you are a motivated and experienced Customer Support Team Leader who is passionate about coaching, leadership, and customer experience, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to making a real difference in the lives of healthcare professionals and facilities, and we are excited to welcome talented and dedicated individuals to our team. Join us on our mission to revolutionize the market for healthcare talent, and discover a career that is both challenging and rewarding. Apply now to become a part of our dynamic and fast-growing team! Apply for this job