Experienced Customer Support Team Lead – Driving Excellence in Worker Operations

At arenaflex, we're on a mission to revolutionize the way healthcare professionals grow their careers and improve their financial opportunities. Our app-based marketplace connects healthcare facilities and professionals, allowing them to access on-demand shifts and talent. As a fast-growing Series C marketplace, we're expanding into new verticals and seeking exceptional talent to join our global, remote team of 600+ people.

About arenaflex

arenaflex is a leader in the Long Term Care vertical and is expanding into several others, including Dental Offices and Schools. We're a YC Top Company with a proven track record of innovation and growth. Our team is dedicated to serving professionals and workplaces across the US, filling millions of shifts annually. We're committed to creating a positive impact on the lives of our users and are looking for your help to keep growing and serving more professionals and workplaces.

Where? This Role is Open to South America and The Caribbean

We're excited to offer this opportunity to candidates from South America and The Caribbean, who can bring their unique perspectives and experiences to our team.

Estimated Annual Compensation: $USD 24,000 to $50,000

Each candidate's compensation offer will be based on multiple factors, including relevant education, qualifications, certifications, experience, and geographic location.

We Operate 24/7 and Follow a Rotating Roster

As a remote team, we're available 24/7 to support our users. We follow a rotating roster to ensure that our team members have a healthy work-life balance and can maintain their productivity and performance.

About the Role

As a Customer Support Team Lead in our Worker Operations team, you'll play a critical role in ensuring that our 60,000+ active professionals receive exceptional support and service. Your primary responsibility will be to coach and develop your team members, providing them with constructive feedback, identifying areas for improvement, and training them to address and correct performance issues.

Day-to-Day Responsibilities

As a Customer Support Team Lead, your day-to-day responsibilities will include:

• 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 Amazon Connect
• 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 succeed in this role, you'll need to have:

• +2 years of coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.
• +2 years of management experience – You've directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.
• +2 years of customer service experience – You've worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.
• Excellent communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.
• Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.
• Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods.
• Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently.
• Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track.
• Strong product and process knowledge – You're quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively.
• Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service.

System Requirements

To work remotely, you'll need to have:

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a Fully Remote Position

As a remote team, we're available 24/7 to support our users. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.

Apply to this Job

If you're passionate about delivering exceptional customer service and have a proven track record of coaching and developing team members, we'd love to hear from you. Apply to this job today and join our team of innovators and problem-solvers at arenaflex. Apply for this job