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

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Support Team Lead, you'll play a vital role in shaping the future of our global support team, working closely with our Senior Manager, Customer Support. If you're a seasoned leader with a passion for customer-centricity, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions, dedicated to empowering businesses to thrive in a rapidly changing world. Our team of experts is passionate about delivering exceptional customer experiences, and we're seeking like-minded individuals to join our growing global team. With a strong focus on collaboration, innovation, and customer satisfaction, we're shaping the future of customer support.

Job Summary

We're seeking an experienced Customer Support Team Lead to join our night-shift team, working from 7pm-3am ET. As a Team Lead, you'll be responsible for supporting and coaching a team of Customer Support members, cultivating a positive team culture, and contributing to the achievement of quarterly goals and team-wide OKRs. If you're a seasoned leader with a passion for customer-centricity, we want to hear from you.

Key Responsibilities

As a Customer Support Team Lead, you'll be responsible for:

• Supporting and Coaching a Team of Customer Support Members: Provide guidance and coaching to team members on conversation quality, accuracy, tone, and communication skills.
• Cultivating a Strong, Positive, and Collaborative Team Culture: Recognize individual and collective achievements, celebrate successes, and support team members to ensure a positive and productive work environment.
• Contributing to Training Programs and Onboarding Experiences: Develop and implement training programs to ensure smooth onboarding experiences for new hires and continuous improvement of team skills.
• Building Strong Relationships with Cross-Functional Stakeholders: Collaborate with cross-functional stakeholders to enhance processes and operational efficiencies, ensuring seamless communication and alignment.
• Contributing to the Achievement of Quarterly Goals and Team-Wide OKRs: Focus on metrics like response time and customer satisfaction to drive business growth and customer satisfaction.
• Reviewing and Enhancing Live Chat Offering: Suggest improvements to the customer experience, ensuring a seamless and engaging live chat experience.
• Conducting Weekly 1:1s with Direct Reports: Provide feedback, share updates, and ensure overall team member success and well-being.
• Ensuring Adherence to Processes and Quality: Work with leadership and other Team Leads to ensure adherence to processes and quality across all regions.
• Overseeing Internal Customer Support Documentation: Assist the Documentation Manager with external content as needed, ensuring accurate and up-to-date documentation.

What You'll Bring

To succeed in this role, you'll need:

• 3 to 5+ Years' Experience Leading Customer Support Teams: Ideally in a fast-growing environment, with a proven track record of success.
• Experience Managing Text-Based Live Chat Support: A strong understanding of live chat support and its nuances.
• Expertise in Coaching Team Members on Communication, Messaging, and Efficiency: The ability to provide guidance and coaching to team members on communication, messaging, and efficiency.
• Exceptional Written and Verbal Communication Skills: Strong written and verbal communication skills, with the ability to articulate complex ideas simply.
• High Technical Proficiency and Ability to Implement and Scale Processes: A strong understanding of technical processes and the ability to implement and scale them.
• Strong Emotional Intelligence with a People-First Mindset: A people-first mindset, with the ability to inspire and lead.
• Excellent Problem-Solving Skills, with a Data-Driven Approach: A data-driven approach to problem-solving, with the ability to analyze data and make informed decisions.
• Experience Collaborating Across Departments: A strong understanding of collaboration and the ability to work across departments to meet customer and team needs.
• Understanding of Digital Marketing Agencies and SEO/Marketing Channels: A strong understanding of digital marketing agencies and SEO/marketing channels, with the ability to apply this knowledge to drive business growth.
• Experience with Customer Success-Focused Initiatives and Copywriting or Other Writing/Editorial Experience: A strong understanding of customer success-focused initiatives and copywriting or other writing/editorial experience, with the ability to apply this knowledge to drive business growth.

Compensation and Benefits

Our base salary for this role ranges from $69,600 to $104,300 CAD, 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.

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment, with opportunities for growth and development. Some of the benefits we offer include:

• Flexible Work Arrangements: Work from the comfort of your own home, with flexible hours to suit your needs.
• Professional Development Opportunities: Opportunities for growth and development, with training and mentorship programs to support your career goals.
• Competitive Compensation and Benefits: A competitive salary and benefits package, with opportunities for variable compensation.
• Collaborative and Supportive Team Environment: A collaborative and supportive team environment, with opportunities to work with talented individuals from around the world.
• Recognition and Rewards: Recognition and rewards for outstanding performance, with opportunities to celebrate your achievements.

How to Apply

If you're a seasoned leader with a passion for customer-centricity, we want to hear from you. Apply now to join our growing global team and take the first step towards a rewarding career at arenaflex. Apply Job! Apply for this job