**Experienced Team Lead, Accounts Customer Experience – Remote Opportunity at arenaflex**

At arenaflex, we're revolutionizing the commercial insurance market with our innovative approach, cutting-edge technology, and a talented team of professionals. As a remote-first company, we're committed to creating a fun, engaging, and meaningful work experience for our employees. We're looking for a seasoned Team Lead to join our growing Accounts Customer Experience Team and help us deliver exceptional customer experiences that exceed our clients' expectations. **About arenaflex** arenaflex is a scale-up InsurTech company that's redefining the commercial insurance landscape in Canada. Our mission is to empower small businesses to thrive by offering an honest, simplified, and modern approach to insurance. We're passionate about providing business owners with the best insurance solutions at great rates through our online and easy-to-use platform. Our secret sauce lies in our culture, built on four core values that we live and breathe daily: INTEGRITY, INCLUDE, INVENT, and DELIVER. **Job Summary** As a Team Lead, Accounts Customer Experience, you'll be responsible for mentoring and coaching a team of Accounts Brokers, monitoring and improving best practices, and driving performance to exceed company targets. You'll be accountable for managing and driving performance, conducting team meetings, and impactful performance plans to elevate results. You'll also be responsible for preparing and following up on progress trackers, implementing best practices for retaining policies during cancellations, and creating and training brokers on best practices to encourage clients to return to arenaflex. **Responsibilities** * **Leadership** + Mentor and coach a team of Accounts Brokers to deliver exceptional customer experiences + Monitor and improve best practices and process improvement for our clients + Drive performance to exceed company targets by conducting team meetings and impactful performance plans + Perform one-on-one meetings with each direct report to discover action items to help them improve + Actively shadow team members and coach them to lift their performance to achieve desired levels + Assist in the onboarding and training of new talent and set them up for success * **Operations** + Prepare and follow up on progress trackers for direct reports + Implement best practices for retaining policies during cancellations + Create and train brokers on best practices to encourage clients to return to arenaflex + Work closely with leads to ensure service, business process, and operations are consistent with quality standards + Manage and oversee escalations with integrity and direction to the client + Host and support internal audit preparation, process, and follow-up + Manage and distribute arenaflex website inquiries and triage support emails and general voicemail inbox that is not assigned **Requirements** * RIBO license required * Over 3 years of broking experience * At least one year of people management or mentorship experience * Persistence and agility to meet set targets consistently * Ability to communicate effectively with multiple stakeholders * Attention to detail and demonstrated flexibility in managing multiple clients at a time * CAIB/CIP would be an asset * Experience working in a call center would be an asset **Perks at arenaflex** * Opportunity to work for Canada's fastest-growing #insurtech scale-up * Primarily remote work environment available to everyone * Laptop, extra monitor, and main accessories are provided * Extra home office and supplies allowance to help with work-from-home set up * Comprehensive and flexible health and dental plans to suit all lifestyles, including mental health * Health/Personal Spending Accounts to subsidize your healthy habits and purchases * Parental Leave Top Up * Weekly Friday companywide huddles for casual catch-ups with other departments * Build next-level relationships with your peers through scheduled companywide virtual and in-person team-building events * Be a part of something special. We're confident you won't find any other insurance company like us. **Why Join arenaflex?** * We're passionate about providing business owners with the best insurance solutions at great rates through our online and easy-to-use platform. * Our culture is built on four core values that we live and breathe daily: INTEGRITY, INCLUDE, INVENT, and DELIVER. * We celebrate diversity in our workforce structure and encourage applications from all backgrounds. * We're an inclusive employer that celebrates diversity in our workforce structure and encourages applications from all qualified candidates. **How to Apply** If you believe you have what it takes to join our team and help us deliver exceptional customer experiences, submit your application without delay. We're keen to hear from talented candidates like you. Apply for this job