Customer Support Team Lead (Night-Shift) - Remote Canada

Join arenaflex's Global Customer Support Team and Lead the Way in Delivering Exceptional Customer Experiences Are you a seasoned Customer Support leader with a passion for driving team success and delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for coaching and developing high-performing teams? If so, we want to hear from you! arenaflex is seeking an experienced Customer Support Team Lead to join our growing global team, working alongside our Senior Manager, Customer Support. As a key member of our Customer Support department, you will play a vital role in shaping the future of customer support at arenaflex.

About arenaflex

arenaflex is a leading global organization that is revolutionizing the way we approach customer support. Our team is dedicated to delivering exceptional customer experiences, and we're committed to creating a work environment that is inclusive, supportive, and empowering. With a strong focus on innovation, collaboration, and continuous learning, we're always looking for talented individuals who share our passion for customer support and team success.

About the Role

As a Customer Support Team Lead, you will be responsible for leading a team of Customer Support members, providing coaching and guidance on conversation quality, accuracy, tone, and communication skills. You will cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members. Your expertise in coaching team members on communication, messaging, and efficiency will be invaluable in driving team success and delivering exceptional customer experiences.

Key Responsibilities

* Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills

• Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members
• Contribute to training programs and ensure smooth onboarding experiences for new hires
• Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies
• Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction
• Review and enhance our live chat offering, suggesting improvements to the customer experience
• Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being
• Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads
• Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed

What You'll Bring

* 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment

• Experience managing text-based live chat support
• Expertise in coaching team members on communication, messaging, and efficiency
• Exceptional written and verbal communication skills
• High technical proficiency and ability to implement and scale processes
• Strong emotional intelligence with a people-first mindset and ability to inspire and lead
• Excellent problem-solving skills, with a data-driven approach
• Experience collaborating across departments to meet customer and team needs
• Understanding of digital marketing agencies and SEO/marketing channels is desirable
• Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience is also desirable
• Bachelor's degree (or higher) in a relevant field is preferred, or relevant work experience

Compensation and Benefits

Our base salary for this role ranges from $69,600 to $104,300 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process. As a remote team member, you will also enjoy a range of benefits, including:

• Flexible work arrangements to suit your needs
• Comprehensive health and wellness programs
• Professional development opportunities to help you grow and succeed
• Access to cutting-edge technology and tools to support your work
• Collaborative and inclusive work environment

How to Apply

If you're a motivated and experienced Customer Support leader who is passionate about delivering exceptional customer experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to our Talent Acquisition team. We can't wait to hear from you! Apply Now! Apply for this job