**Experienced Customer Support Team Lead – Night Shift Opportunity at arenaflex**

Join our dynamic team at arenaflex as a Customer Support Team Lead, and embark on an exciting remote opportunity with an immediate start. This role requires a strong and diverse skillset in relevant areas to drive success. With a dependable salary of a competitive range, this straightforward role offers a chance to grow and develop your skills in a fast-paced environment. **About arenaflex** arenaflex is a leading global company that prides itself on delivering exceptional customer support, both internally and externally. Our team is renowned for its stellar customer support, and we're committed to maintaining this high standard. With a growing global presence, we're seeking a talented Customer Support Team Lead to join our team and contribute to our continued success. **Job Description** We're seeking a Customer Support Team Lead to join our growing global team, working alongside the Senior Manager, Customer Support. This role will have the following shift hours: 7pm-3am ET. **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. * **Stakeholder Relationships:** 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. **What You'll Bring:** * **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. * **Communication Skills:** Exceptional written and verbal communication skills. * **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. * **Digital Marketing:** Understanding of digital marketing agencies and SEO/marketing channels is desirable. * **Customer Success:** 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. **Compensation and Benefits:** Our base salary for this role ranges from $69,600 to $104,300 CAD. Compensation is 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 Culture:** As a remote team, we prioritize flexibility and work-life balance. Our team is passionate about delivering exceptional customer support, and we're committed to maintaining a positive and collaborative work environment. We offer a range of benefits, including: * Competitive salary and variable compensation * Comprehensive health and dental benefits * Generous paid time off and vacation days * Opportunities for professional growth and development * Collaborative and dynamic work environment **How to Apply:** Ready to join our team? The first step is easy. Click the "Apply Now" button below, and we'll be in touch soon! Apply To This Job Apply for this job