Experienced Customer Support Team Leader – Global Remote Opportunity at arenaflex

At arenaflex, we're on a mission to revolutionize the healthcare industry by connecting healthcare professionals with on-demand shifts and healthcare facilities with access to top talent. As a fast-growing tech startup, we're constantly innovating and pushing the boundaries of what's possible. Our team is diverse, inclusive, and passionate about making a difference in the lives of healthcare professionals and patients around the world.

About arenaflex

arenaflex is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We've been named one of YC's Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. Our global, remote team is dedicated to serving healthcare professionals and healthcare facilities, who can then better serve patients. If you're passionate about making a difference in the healthcare industry, we want to hear from you!

The Role: Customer Support Team Leader

As a Customer Support Team Leader at arenaflex, you'll be responsible for leading a team of customer support agents who are dedicated to providing exceptional service to our healthcare professionals and facilities. Your primary goal will be to maintain quality assurance scores above 90% while coaching and developing your team members to achieve their full potential.

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:

• +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 multiple tools and systems, including Zendesk, Metabase, and Five9

System Requirements

To ensure a seamless experience, you'll need:

• 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 inclusivity. Our team members are passionate about making a difference in the healthcare industry, and we're looking for someone who shares that passion. We operate 24/7 and follow a rotating roster, so you'll need to be able to overlap with EST/PST time zones and accommodate weekend shifts if needed. However, you'll also have the flexibility to take leave on other days of the week.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their careers. As a Customer Support Team Leader, you'll have the opportunity to:

• Develop your coaching and leadership skills
• Learn from experienced team members and leaders
• Participate in training and development programs
• Take on new challenges and responsibilities
• Contribute to the growth and success of our company

Compensation, Perks, and Benefits

As a valued member of our team, you'll receive:

• Competitive salary and benefits package
• Opportunity to work with a fast-growing tech startup
• Flexible work arrangements and remote work options
• Access to training and development programs
• Collaborative and inclusive work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're passionate about making a difference in the healthcare industry and have the skills and experience to succeed as a Customer Support Team Leader, we want to hear from you! Apply now to join our team and help us revolutionize the market for healthcare talent. Apply Job! Apply for this job