Experienced Customer Support Team Lead (Night-Shift) – Remote Canada Opportunity

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. Our Customer Support department is a shining example of this commitment, with a reputation for providing top-notch support that's earned us rave reviews on platforms like g2.com. As we continue to grow and expand our global team, we're seeking a seasoned Customer Support Team Lead to join our night-shift crew and help us maintain our high standards.

About arenaflex

arenaflex is a dynamic and innovative company that's pushing the boundaries of what's possible in the industry. With a strong focus on customer satisfaction, we're always looking for ways to improve our processes and services. Our team is made up of talented individuals who share a passion for delivering exceptional results and making a real difference in the lives of our customers.

Job Summary

We're looking for a highly motivated and experienced Customer Support Team Lead to join our night-shift team in Canada. As a key member of our Customer Support department, you'll be responsible for leading a team of Customer Support members, providing coaching and guidance to ensure exceptional customer experiences. You'll also contribute to the development of training programs, build strong relationships with cross-functional stakeholders, and help drive the achievement of quarterly goals and team-wide OKRs.

Key Responsibilities

As a Customer Support Team Lead at arenaflex, you'll have the following key responsibilities:

• Lead and Coach a Team of Customer Support Members: Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.
• Cultivate a Strong Team Culture: Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes and supporting team members.
• Contribute to Training Programs: Contribute to training programs and ensure smooth onboarding experiences for new hires.
• Build Strong Relationships with Cross-Functional Stakeholders: Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
• Contribute to Quarterly Goals and Team-Wide OKRs: Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
• Review and Enhance Live Chat Offering: Review and enhance our live chat offering, suggesting improvements to the customer experience.
• Conduct Weekly 1:1s with Direct Reports: 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: Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads.
• Oversee Internal Customer Support Documentation: Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.

What You'll Bring

To succeed in this role, you'll need to bring the following skills and experience:

• 3 to 5+ Years' Experience Leading Customer Support Teams: 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment.
• Experience Managing Text-Based Live Chat Support: Experience managing text-based live chat support.
• Expertise in Coaching Team Members: Expertise in coaching team members on communication, messaging, and efficiency.
• Exceptional Written and Verbal Communication Skills: Exceptional written and verbal communication skills.
• High Technical Proficiency: High technical proficiency and ability to implement and scale processes.
• Strong Emotional Intelligence: Strong emotional intelligence with a people-first mindset and ability to inspire and lead.
• Excellent Problem-Solving Skills: Excellent problem-solving skills, with a data-driven approach.
• Experience Collaborating Across Departments: Experience collaborating across departments to meet customer and team needs.
• Understanding of Digital Marketing Agencies and SEO/Marketing Channels: Understanding of digital marketing agencies and SEO/marketing channels is desirable.
• Experience with Customer Success-Focused Initiatives: 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: 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 valued member of our team, you'll also enjoy a range of benefits, including:

• Flexible Work Arrangements: Flexible work arrangements to ensure you can balance your work and personal life.
• Professional Development Opportunities: Opportunities for professional development and growth within the company.
• Collaborative Work Environment: A collaborative and supportive work environment that encourages open communication and teamwork.
• Recognition and Rewards: Recognition and rewards for outstanding performance and contributions to the team.

How to Apply

If you're a motivated and experienced Customer Support professional looking for a new challenge, we'd love 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