At arenaflex, we're on a mission to revolutionize the healthcare industry by empowering healthcare professionals to work when and where they want, and enabling healthcare facilities to meet their talent needs. Our innovative app-based marketplace connects healthcare facilities and healthcare professionals, allowing them to book on-demand shifts and access on-demand talent. As a fast-growing tech startup with classic two-sided network effects, we're constantly pushing the boundaries of what's possible in the industry.
We're proud to be named one of YC's Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. Our diverse and inclusive company culture is built on a foundation of collaboration, innovation, and a shared passion for making a meaningful impact in the lives of healthcare professionals and patients alike.
**About the Role:**
As an Experienced Customer Support Team Leader at arenaflex, you'll play a critical role in driving the success of our customer support team. You'll be responsible for coaching and developing our agents to deliver exceptional customer experiences, while maintaining high-quality assurance scores and ensuring schedule adherence. Your expertise will be invaluable in helping us achieve our mission of lifting healthcare professionals up the socioeconomic ladder.
**Key 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 and provide empathetic support to resolve issues
* 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 Five9
* 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've been directly responsible for helping others improve their performance
* +2 years of customer service experience - you have been in a customer-facing position
* Proven track record of delivering exceptional customer experiences and driving team performance
* Strong communication and interpersonal skills, with the ability to build rapport with team members and customers
* Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
* Strong problem-solving skills and ability to think critically
**System Requirements:**
* Minimum 15Mbps wired internet connection
* Minimum i5 processor or equivalent
* Minimum 12GB Ram
* Quiet working environment
* Steady power and internet connection
**Work Environment and Culture:**
As a remote team, we operate 24/7 and follow a rotating roster. We expect our team members to be able to overlap with EST/PST time zones and accommodate weekend shifts if needed in case of any emergency. However, we also offer flexibility to take leave on other days of the week. Our company culture is built on a foundation of collaboration, innovation, and a shared passion for making a meaningful impact in the lives of healthcare professionals and patients alike.
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of learning and development opportunities, including training programs, mentorship, and access to industry-leading tools and technologies. Our team members are encouraged to take ownership of their learning and development, and we provide the support and resources needed to help them achieve their goals.
**Compensation, Perks, and Benefits:**
We offer a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes health insurance, retirement savings, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and access to industry-leading tools and technologies.
**How to Apply:**
If you're a motivated and experienced customer support professional looking for a new challenge, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.
**Join our team and be part of something amazing:**
At arenaflex, we're passionate about making a meaningful impact in the lives of healthcare professionals and patients alike. We're a dynamic and innovative company that's constantly pushing the boundaries of what's possible in the industry. If you're a motivated and experienced customer support professional looking for a new challenge, we'd love to hear from you. Join our team and be part of something amazing.
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