At arenaflex, we're revolutionizing the healthcare industry by connecting healthcare professionals with on-demand shifts and healthcare facilities with access to top talent. Our mission is to empower healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs. As a fast-growing tech startup with a global, remote team, we're looking for an experienced Customer Support Team Leader to join our ranks and help us serve even more healthcare professionals and facilities.
**About arenaflex**
arenaflex is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, transforming the market for healthcare talent. We're a diverse and inclusive company with a global, remote team that's passionate about making a difference in the lives of healthcare professionals and patients. 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. Join our growing team and be part of a dynamic and innovative organization that's changing the face of healthcare.
**The Role**
As a Customer Support Team Leader at arenaflex, you'll be responsible for leading a team of customer support agents and ensuring that they provide exceptional service to our customers. You'll be an excellent coach, providing feedback, identifying root causes of performance issues, and actively training agents to fix defects. You'll hold your team to high standards, keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards.
**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, dynamic environment
* Strong problem-solving and analytical skills
* Ability to adapt to changing priorities and deadlines
* Experience with coaching and developing team members
* Strong knowledge of customer service principles and practices
**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**
As a remote team, we value flexibility and work-life balance. 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 have the flexibility to take leave on other days of the week. Our team is passionate about making a difference in the lives of healthcare professionals and patients, and we're committed to creating a culture of innovation, collaboration, and continuous learning.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our team members' growth and development. As a Customer Support Team Leader, you'll have opportunities to develop your coaching and leadership skills, and to take on new challenges and responsibilities. You'll also have access to training and development programs, as well as mentorship and coaching from experienced leaders.
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. You'll also have access to a range of perks, including flexible work arrangements, professional development opportunities, and a fun and supportive team culture.
**How to Apply**
If you're passionate about customer service, coaching, and leadership, and you're looking for a challenging and rewarding role in a fast-growing tech startup, 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!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified individuals.
**Contact Information**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us at [insert contact information]. We look forward to hearing from you!
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