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

At arenaflex, we're on a mission to revolutionize the way healthcare professionals work and grow their careers. Our innovative app-based marketplace connects healthcare facilities and professionals, enabling them to work on-demand and meet their talent needs. As a fast-growing tech startup with a global, remote team, we're looking for an exceptional Customer Support Team Leader to join our ranks and help us serve even more healthcare professionals and facilities. **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. Our team is passionate about making a positive impact on the lives of healthcare professionals and the patients they serve. **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 support. 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 * Experience with coaching and feedback tools and processes **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, transparency, and open communication. We believe in empowering our team members to work independently and make decisions that align with our company values. We're a flexible and adaptable team, and we're looking for someone who shares our passion for innovation and customer satisfaction. **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of training and development opportunities, including coaching and mentoring programs, workshops, and online courses. We also encourage our team members to take ownership of their learning and development, and provide resources and support to help them achieve their goals. **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 and benefits, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment. **How to Apply** If you're passionate about customer support and coaching, and you're looking for a challenging and rewarding role in a fast-growing tech startup, 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! **About arenaflex's Careers Page** To learn more about working at arenaflex, take a look at our Careers page and how we work. We're committed to creating a culture of innovation, collaboration, and customer satisfaction, and we're looking for talented and passionate individuals to join our team. **Apply Now** Ready to join our team and help us revolutionize the way healthcare professionals work and grow their careers? Apply now and take the first step towards an exciting and rewarding career at arenaflex! Apply for this job