Experienced Customer Support Team Leader – Coaching and Development Expert for Global Remote Team at arenaflex

Introduction to arenaflex At arenaflex, our mission is to empower healthcare professionals to work when and where they want, while enabling healthcare facilities to meet their talent needs. We achieve this through our innovative app-based marketplace, which connects healthcare facilities and professionals, allowing for on-demand shifts and access to top talent. As a post-Series C, fast-growing tech startup, we're revolutionizing the market for healthcare talent with classic two-sided network effects. Our diverse and inclusive company boasts a global, remote team, and we've been named one of YC's Top Companies for two years running. With a growth rate of 25x across all key metrics in the last 18 months, there's never been a more exciting time to join our team and contribute to serving more healthcare professionals and facilities, ultimately better serving patients. About the Role We're seeking an exceptional Customer Support Team Leader to join our dynamic team. As a seasoned coach, you will be responsible for providing feedback, identifying root causes of performance issues, and actively training agents to address defects. You will hold your team members to high standards, prioritize the customer experience, create SMART goals for improving performance, and write feedback that meets our standards. You will also be expected to dive into customer issues yourself, becoming a product expert to serve as an excellent coaching source for your agents. Day-to-Day Responsibilities Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90% 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 will need: At least 2 years of coaching experience, with a proven track record of helping others improve their performance At least 2 years of customer service experience, with a background in customer-facing positions System Requirements To ensure seamless remote work, you will need: A minimum 15Mbps wired internet connection A minimum i5 processor or equivalent A minimum 12GB Ram A quiet working environment A steady power and internet connection What We Offer As a fully remote position, you will have the flexibility to work from anywhere in the world. Our team operates 24/7, and we follow a rotating roster. While you will be expected to overlap with EST/PST time zones and accommodate weekend shifts if needed in case of emergencies, you will have the flexibility to take leave on other days of the week. At arenaflex, we prioritize our employees' growth and well-being, offering opportunities for career development, learning, and professional advancement. Career Growth Opportunities As a Customer Support Team Leader at arenaflex, you will have access to: Ongoing training and development programs to enhance your coaching and leadership skills Opportunities to take on additional responsibilities and contribute to the growth of our company A collaborative and supportive team environment that fosters open communication and feedback Work Environment and Company Culture At arenaflex, we pride ourselves on our diverse and inclusive company culture. We believe in empowering our employees to work autonomously, take ownership of their projects, and strive for excellence in everything they do. Our global, remote team is connected by a shared passion for innovation, customer satisfaction, and making a positive impact on the healthcare industry. Compensation, Perks, and Benefits As a valued member of our team, you can expect a competitive compensation package, along with a range of perks and benefits, including: Flexible working hours and remote work arrangements Opportunities for professional growth and development Access to cutting-edge technology and tools A collaborative and dynamic work environment Conclusion If you're a motivated and experienced Customer Support Team Leader looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With our innovative approach to healthcare talent management, our commitment to employee growth and well-being, and our passion for making a positive impact on the industry, we believe that you will find a rewarding and fulfilling career with our team. Don't miss out on the chance to join our dynamic and remote team – apply now and take the first step towards an exciting new chapter in your career! Apply for this job