Customer Support Team Lead (Night-Shift) - Remote Canada Opportunity at arenaflex

Job Type:

Permanent

Location:

Remote Canada

Salary:

$69,600 - $104,300 / year

Industry:

arenaflex

Job Category:

Customer Support

About arenaflex

arenaflex is a leading global organization that has revolutionized the way businesses interact with their customers. Our commitment to delivering exceptional customer experiences has earned us a reputation as a leader in the industry. With a growing global team and a passion for innovation, we're seeking a talented Customer Support Team Lead to join our night-shift team.

Job Summary

We're looking for a seasoned Customer Support Team Lead to lead our night-shift team, providing exceptional support to our customers and driving team success. As a key member of our Customer Support department, you'll be responsible for coaching and developing a team of Customer Support members, cultivating a positive team culture, and contributing to the achievement of our quarterly goals and team-wide OKRs.

Responsibilities

As a Customer Support Team Lead at arenaflex, you'll have the following key responsibilities:

Team Leadership:

Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.

Team Culture:

Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members.

Training and Onboarding:

Contribute to training programs and ensure smooth onboarding experiences for new hires.

Cross-Functional Collaboration:

Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.

Goal Achievement:

Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.

Live Chat Enhancement:

Review and enhance our live chat offering, suggesting improvements to the customer experience.

Direct Reports:

Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being.

Process Adherence:

Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads.

Documentation:

Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.

Requirements

To be successful in this role, you'll need to bring the following skills and experience:

Leadership Experience:

3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment.

Live Chat Experience:

Experience managing text-based live chat support.

Coaching Expertise:

Expertise in coaching team members on communication, messaging, and efficiency.

Technical Proficiency:

High technical proficiency and ability to implement and scale processes.

Emotional Intelligence:

Strong emotional intelligence with a people-first mindset and ability to inspire and lead.

Problem-Solving Skills:

Excellent problem-solving skills, with a data-driven approach.

Collaboration:

Experience collaborating across departments to meet customer and team needs.

Desirable Skills:

Understanding of digital marketing agencies and SEO/marketing channels is desirable. Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience is also desirable.

Education:

Bachelor's degree (or higher) in a relevant field is preferred, or relevant work experience.

What We Offer

As a Customer Support Team Lead at arenaflex, you'll enjoy a competitive salary range of $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.

Work Environment and Company Culture

arenaflex is a remote-friendly organization that values flexibility and work-life balance. Our team is passionate about delivering exceptional customer experiences and is committed to creating a positive and inclusive work environment. As a Customer Support Team Lead, you'll have the opportunity to work with a talented team of professionals who are dedicated to making a difference.

How to Apply

If you're a motivated and experienced Customer Support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!

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