Customer Support Team Lead (Night-Shift) - Remote Canada Opportunity at arenaflex

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Support Team Lead (Night-Shift) at our global organization, you'll play a pivotal role in shaping the future of customer support, working closely with our Senior Manager, Customer Support, to drive growth and excellence. If you're a seasoned leader with a passion for coaching, collaboration, and innovation, we want to hear from you.

About arenaflex

arenaflex is a leading global organization that's redefining the customer support landscape. Our team is dedicated to providing unparalleled support to our customers, and we're committed to fostering a culture of excellence, innovation, and teamwork. With a strong focus on employee growth and development, we offer a dynamic and supportive work environment that encourages collaboration, creativity, and continuous learning.

Job Summary

As a Customer Support Team Lead (Night-Shift) at arenaflex, you'll be responsible for leading a team of Customer Support members, providing coaching and guidance to ensure exceptional customer experiences. You'll work closely with cross-functional stakeholders to enhance processes and operational efficiencies, contribute to training programs, and drive the achievement of quarterly goals and team-wide OKRs. If you're a seasoned leader with a passion for customer support, team leadership, and innovation, we encourage you to apply.

Key Responsibilities

* Lead and Coach a Team of Customer Support Members: Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.

• Cultivate a Strong Team Culture: Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members.
• Contribute to Training Programs: Contribute to training programs and ensure smooth onboarding experiences for new hires.
• Build Strong Relationships with Cross-Functional Stakeholders: Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
• Contribute to the Achievement of Quarterly Goals and Team-Wide OKRs: Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
• Review and Enhance Live Chat Offering: Review and enhance our live chat offering, suggesting improvements to the customer experience.
• Conduct Weekly 1:1s with Direct Reports: Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being.
• Ensure Adherence to Processes and Quality: Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads.
• Oversee Internal Customer Support Documentation: Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.

What You'll Bring

* 3 to 5+ Years' Experience Leading Customer Support Teams: 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment.

• Experience Managing Text-Based Live Chat Support: Experience managing text-based live chat support.
• Expertise in Coaching Team Members: Expertise in coaching team members on communication, messaging, and efficiency.
• Exceptional Written and Verbal Communication Skills: Exceptional written and verbal communication skills.
• High Technical Proficiency: High technical proficiency and ability to implement and scale processes.
• Strong Emotional Intelligence: Strong emotional intelligence with a people-first mindset and ability to inspire and lead.
• Excellent Problem-Solving Skills: Excellent problem-solving skills, with a data-driven approach.
• Experience Collaborating Across Departments: Experience collaborating across departments to meet customer and team needs.
• Understanding of Digital Marketing Agencies and SEO/Marketing Channels: Understanding of digital marketing agencies and SEO/marketing channels is desirable.
• Experience with Customer Success-Focused Initiatives: Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience is also desirable.
• Bachelor's Degree (or Higher) in a Relevant Field: 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. As a valued member of our team, you'll also enjoy a range of benefits, including:

• Flexible Work Arrangements: Flexible work arrangements to support your work-life balance.
• Professional Development Opportunities: Opportunities for professional development and growth within the organization.
• Collaborative Work Environment: A collaborative and supportive work environment that encourages creativity and innovation.
• Competitive Compensation and Benefits: Competitive compensation and benefits package, including health, dental, and vision insurance, as well as a 401(k) or equivalent retirement plan.

How to Apply

If you're a seasoned leader with a passion for customer support, team leadership, and innovation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We can't wait to hear from you! Apply Now! Apply for this job