Experienced Customer Support Team Lead – Worker Operations

Join arenaflex, a fast-growing Series C marketplace, in revolutionizing the healthcare industry by connecting healthcare professionals with on-demand shifts and facilities with top talent.

About arenaflex

arenaflex is a leader in the Long Term Care vertical and is expanding into several others, including Dental Offices and Schools. We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022 and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year. Our mission is to lift as many people up the socioeconomic ladder as possible by dramatically improving lives through career growth and financial opportunity.

Why arenaflex Exists

We exist to make a meaningful impact on the lives of healthcare professionals and facilities. Our app-based marketplace connects healthcare facilities and professionals, allowing them to access on-demand shifts and talent. We believe that everyone deserves the opportunity to grow and thrive in their careers, and we're committed to making that a reality.

About the Role

As a Customer Support Team Lead in our Worker Operations team, you will be responsible for coaching and developing a team of customer support agents. Your primary goal will be to maintain high standards for your team and ensure that the customer experience remains the focal point of every discussion. You will be responsible for providing agents with constructive feedback, identifying the root causes of performance issues, and training them to address and correct those problems.

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 Amazon Connect
• 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 have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.

• +2 years of management experience – You've directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.
• +2 years of customer service experience – You've worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.
• Excellent communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.
• Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.
• Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods.
• Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently.
• Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track.
• Strong product and process knowledge – You're quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively.
• Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service.

System Requirements

* Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position.

Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.

Compensation and Benefits

* Estimated annual compensation: $USD $24,000 to $50,000, based on multiple factors including, but not limited to, relevant education, qualifications, certifications, experience, and geographic location.

• Comprehensive benefits package, including health insurance, retirement plan, and paid time off.

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to the growth and development of our team members. We offer regular training and development opportunities, including workshops, conferences, and online courses.

• We believe in promoting from within and offer opportunities for career advancement and professional growth.

Work Environment and Company Culture Highlights at arenaflex

* arenaflex is a remote-first company, with a global team of 600+ people.

• We value diversity, equity, and inclusion and strive to create a workplace that is welcoming and inclusive for all team members.
• We prioritize work-life balance and offer flexible working arrangements to ensure that team members can maintain a healthy balance between work and personal life.

How to Apply

If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. Apply for this job