Customer Support Team Lead – Accelerating Global Healthcare Innovation at arenaflex
Are you a seasoned customer support professional with a passion for healthcare innovation? Do you thrive in fast-paced environments where no two days are the same? Look no further! arenaflex is on a mission to revolutionize primary care, and we're seeking a highly motivated and experienced Customer Support Team Lead to join our dynamic team.
About arenaflex
arenaflex is a pioneering healthtech startup on a mission to halve the time it takes to deliver world-class care. Our team of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors is dedicated to creating unconventional solutions to difficult problems. With our recent $16.6MM funding round from leading VC firms, we're poised to supercharge our ambitious global growth, starting with the US, Canada, UK, and Europe.
The Role
As our Customer Support Team Lead, you'll be at the forefront of our customer support operations, working closely with our team to resolve queries, coach team members, and drive operational improvements. You'll be responsible for ensuring timely, high-quality responses, identifying trends, and escalating systemic issues to improve the product and support function. Your leadership skills will be put to the test as you shape a high-performing, customer-centric team that embodies arenaflex's values.
Key Responsibilities:
*
Support & Leadership
+ Resolve customer queries directly via our help desk, setting a high standard for support. + Monitor team performance and ticket queues to ensure prompt resolution. + Provide on-the-spot coaching and support to team members during live operations. + Handle complex or sensitive escalations.
Operational Oversight
+ Track and report key support metrics (e.g., response times, resolution rates, satisfaction scores). + Identify recurring issues, product pain points, and tough support challenges. + Create weekly feedback reports for stakeholders, with clear action points.
Knowledge & Process Improvement
+ Maintain and update internal and external support content based on common queries. + Review and audit AI bot responses for quality and identify training opportunities. + Collaborate with product and engineering teams on issue resolution and product feedback.
What We're Looking For:
* Proven experience in customer support, with exposure to SaaS or HealthTech preferred.
- Strong written communication and problem-solving skills.
- Bachelor's in Health Science, Engineering, Math, Computer Science, or similar field would be advantageous.
- Comfort leading by example in a fast-paced environment.
- Ability to analyze support trends and translate them into process improvements.
- Flexibility – this role is expected to have flexibility of weekend/evenings work as we may be required to adjust the roster to suit current challenges.
What We Believe In:
* We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.
- You'll be surrounded by a world-class team of engineers, medicos, and designers to do your best work, inspired by our shared beliefs:
+ We will stop at nothing to improve patient care across the world. + We design user experiences for joy and ship them fast. + We make decisions in a flat hierarchy that prioritizes the truth over rank. + We provide the resources for people to succeed and give them the freedom to do it.
Why You'll Flourish with Us:
* Work from home, with possibility of hybrid work in the future.
- Learn from some of the best engineers and creatives, joining a diverse team.
- The rare chance to create a global impact as you immerse yourself in one of the leading healthtech startups.
- If you have an impact quickly, the opportunity to fast track your startup career!
Join the arenaflex Team
Help us reimagine primary care and change the face of healthcare in Australia and then around the world. If you're passionate about healthcare innovation and customer support, we want to hear from you! Apply now to become a part of our dynamic team and be a part of something truly revolutionary.
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