**Experienced Customer Support Team Leader – Global Remote Opportunity at arenaflex**

At arenaflex, we're on a mission to revolutionize the way healthcare professionals connect with healthcare facilities, and we're looking for an exceptional Customer Support Team Leader to join our fast-growing team. As a leader in our customer support team, you'll play a critical role in ensuring that our customers receive top-notch service, while also helping to drive the growth and development of our team members. **Why arenaflex Exists** arenaflex exists to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. Our app-based marketplace connects healthcare facilities and healthcare professionals, allowing them to book on-demand shifts and access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs. **About arenaflex** arenaflex is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We're a diverse and inclusive company with a global, remote team. We've been named one of YC's Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There's never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. **About the Role** As a Customer Support Team Leader at arenaflex, you'll be responsible for leading a team of customer support agents, providing coaching and feedback to help them improve their performance, and ensuring that our customers receive exceptional service. You'll be an excellent coach, able to identify root causes of performance issues and actively train agents to fix defects. You'll hold your team to high standards, keep the customer experience at the center of every conversation, and create SMART goals for improving performance. **Day-to-Day Responsibilities** * Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90% * Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations * Occasionally handle angry customer escalations * Ensure schedule adherence by agents and desired productivity levels * Maintain coaching logs and provide regular written feedback to agents * Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9 * Listen to team members' feedback and resolve any challenges or conflicts * Initiate consequence management steps in the case of low-performing team members * Delegate tasks to high-potential team members to build a culture of learning and development in the team * Suggest and lead team-building activities for team motivation **Profile Must Haves** * +2 years of coaching experience – you've been directly responsible for helping others improve their performance * +2 years of customer service experience – you have been in a customer-facing position * Excellent communication and interpersonal skills * Ability to work in a fast-paced, dynamic environment * Strong problem-solving and analytical skills * Ability to adapt to changing priorities and deadlines * Experience with coaching and developing team members **System Requirements** * Minimum 15Mbps wired internet connection * Minimum i5 processor or equivalent * Minimum 12GB Ram * Quiet working environment * Steady power and internet connection **Work Environment and Culture** As a remote team, we're committed to creating a culture of collaboration, innovation, and inclusivity. We believe that everyone should have the opportunity to grow and develop, and we're committed to providing the resources and support needed to help our team members succeed. We're a diverse and inclusive company, and we welcome applicants from all backgrounds and perspectives. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our team members grow and develop in their careers. We offer a range of training and development opportunities, including coaching, mentoring, and online courses. We also provide opportunities for career advancement, including promotions and new roles. **Compensation, Perks, and Benefits** We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment. **How to Apply** If you're a motivated and experienced customer support professional looking for a new challenge, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer. We welcome applicants from all backgrounds and perspectives, and we're committed to creating a diverse and inclusive work environment. Apply for this job