Customer Support Team Lead (Night-Shift) - Remote Canada

Join arenaflex's dynamic Customer Support team as a Team Lead, where you'll play a pivotal role in shaping the customer experience and driving team success. As a seasoned leader, you'll be responsible for guiding a team of Customer Support members, fostering a positive and collaborative culture, and contributing to the achievement of quarterly goals and team-wide OKRs.

About arenaflex

arenaflex is a leading global organization renowned for its commitment to exceptional customer support. Our team is dedicated to delivering stellar support experiences, both internally and externally, as reflected in our outstanding reviews on platforms like g2.com. We're passionate about empowering our customers and team members to succeed, and we're seeking like-minded individuals to join our growing global team.

Key Responsibilities

As a Customer Support Team Lead (Night-Shift), you'll be responsible for:

• Coaching and Developing Team Members: Support and coach a team of Customer Support members, focusing on conversation quality, accuracy, tone, and communication skills. Provide regular feedback, guidance, and development opportunities to help team members grow and succeed.
• Building a Positive Team Culture: Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members. Foster an environment where team members feel valued, empowered, and motivated to deliver exceptional customer support.
• Training and Onboarding: Contribute to training programs and ensure smooth onboarding experiences for new hires. Develop and deliver training content, workshops, and coaching sessions to help team members develop the skills and knowledge needed to excel in their roles.
• Process Improvement and Collaboration: Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies. Collaborate with leadership and other Team Leads to ensure adherence to processes and quality across all regions.
• Achieving Quarterly Goals and OKRs: Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction. Develop and implement strategies to drive team performance and improve customer satisfaction.
• Live Chat Enhancement: Review and enhance our live chat offering, suggesting improvements to the customer experience. Collaborate with the Documentation Manager to ensure that internal and external content is accurate, up-to-date, and aligned with arenaflex's brand and values.
• Leadership and Feedback: Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being. Foster an open-door policy, encouraging team members to share concerns, ideas, and feedback.

What You'll Bring

To succeed in this role, you'll need:

3 to 5+ years' experience leading Customer Support teams

, ideally in a fast-growing environment.

Experience managing text-based live chat support

, with a strong understanding of the customer experience and support processes.

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

, with a focus on developing team members' skills and knowledge.

Exceptional written and verbal communication skills

, with the ability to articulate complex ideas and concepts in a clear, concise manner.

High technical proficiency and ability to implement and scale processes

, with a strong understanding of arenaflex's technology stack and support tools.

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

, with a focus on developing and empowering team members.

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

, with the ability to analyze complex data and develop actionable insights.

Experience collaborating across departments to meet customer and team needs

, with a strong understanding of arenaflex's organizational structure and processes.

Understanding of digital marketing agencies and SEO/marketing channels is desirable

, as is experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience.

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• Base salary: $69,600 to $104,300 CAD per year, determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity.
• Additional variable compensation: Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.
• Remote work opportunities: As a remote team, you'll have the flexibility to work from anywhere in Canada, with a focus on maintaining a healthy work-life balance.
• Professional development opportunities: arenaflex invests in the growth and development of its team members, with opportunities for training, mentorship, and career advancement.
• Collaborative and dynamic work environment: Join a team of passionate and dedicated professionals who are committed to delivering exceptional customer support and driving team success.

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant supporting documents.

Equal Opportunities Employer

arenaflex is an equal opportunities employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact our Talent Acquisition team at [insert contact email or phone number]. We look forward to hearing from you! Apply for this job