Experienced Customer Support Team Leader – Coaching and Leadership Development

At arenaflex, we're on a mission to revolutionize the way healthcare professionals work and grow. As a fast-growing tech startup, we're committed to creating a platform that connects healthcare facilities and professionals, enabling them to work together seamlessly. Our app-based marketplace is designed to provide flexibility and opportunities for career growth, and we're looking for talented individuals to join our team and help us achieve our vision.

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're a diverse and inclusive company with a global, remote team, and we've been named one of YC's Top Companies for two years running. Our rapid growth has been impressive, with a 25x increase across all key metrics in the last 18 months. We're proud of our achievements, and we're excited to welcome new team members who share our passion for innovation and customer satisfaction.

The Role

As an Experienced Customer Support Team Leader at arenaflex, you'll play a critical role in coaching and developing our customer support agents. Your primary responsibility will be to provide feedback, identify root causes of performance issues, and actively train agents to fix defects. You'll hold your team to high standards, keeping the customer experience at the center of every conversation. You'll create SMART goals for improving performance, write feedback that meets our standards, and become a product expert to serve as an excellent coaching source for your agents.

Day-to-Day Responsibilities

* Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%

• Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handle angry customer escalations
• Ensure schedule adherence by agents and desired productivity levels
• Maintain coaching logs and provide regular written feedback to agents
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
• Listen to team members' feedback and resolve any challenges or conflicts
• Initiate consequence management steps in the case of low-performing team members
• Delegate tasks to high-potential team members to build a culture of learning and development in the team
• Suggest and lead team-building activities for team motivation

Profile Must Haves

* +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 environment with multiple priorities
• Strong problem-solving and analytical skills
• Experience with coaching and developing team members
• Ability to navigate complex systems and tools

System Requirements

* 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

This is a fully remote position, and we operate 24/7 with a rotating roster. We expect our team members to overlap with EST/PST time zones and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week. We're a diverse and inclusive company, and we value work-life balance. We offer a range of benefits, including competitive compensation, comprehensive health insurance, and opportunities for career growth and development.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of training and development programs, including coaching and mentoring, to help you achieve your goals. We also provide opportunities for career advancement and professional growth, so you can take your career to the next level.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including comprehensive health insurance, 401(k) matching, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment.

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 [insert contact information]. We can't wait to hear from you and discuss how you can become a vital part of our success story.

Take the Next Step

Are you ready to join our team and help us revolutionize the way healthcare professionals work and grow? Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job