Experienced Team Lead, Accounts Customer Experience – Remote First Opportunity at arenaflex

At arenaflex, we're revolutionizing the commercial insurance market with our innovative approach to insurance. As a scale-up InsurTech company, we're dedicated to empowering small businesses across Canada to thrive by offering an honest, simplified, and modern approach to insurance. Our team is passionate about creating a fun, engaging, and meaningful work experience for our employees, and we're looking for a talented individual to join our growing Accounts Customer Experience Team as a Team Lead.

About arenaflex

arenaflex is a technology-forward company that utilizes various tools and platforms to create a unique work experience for our employees. As a remote-first company, we offer a flexible and dynamic work environment that allows our team members to thrive. We're boldly going where no insurance broker has gone before, and we're looking for a Team Lead who shares our vision and is passionate about delivering exceptional customer experiences.

Job Summary

We're seeking an experienced Team Lead to join our Accounts Customer Experience Team. As a Team Lead, you'll be responsible for mentoring and coaching a team of Accounts Brokers, monitoring and improving best practices, and driving performance to exceed company targets. You'll work closely with our Associate Director of Accounts to develop and implement strategies to enhance customer experience and retention. If you're a results-driven leader with a passion for coaching and mentoring, we encourage you to apply for this exciting opportunity.

Responsibilities

As a Team Lead, you'll be responsible for the following key areas: ### Leadership

• Continue to learn and inspire others to continue to learn as well.
• Build up others and inspire their colleagues to do things that are more challenging than what they might think they are capable of.
• Be accountable for managing and driving performance to exceed company targets, by conducting team meetings and impactful performance plans to elevate results.
• Perform one-on-one meetings with each of their direct reports and work to discover action items to help them improve.
• Actively shadow team members and coach them to lift their performance to achieve desired levels.
• Assist in the onboarding and training of new talent and set them up for success.

### Operations

• Prepare and follow up on progress trackers for direct reports.
• Implement best practices for retaining policies during cancellations.
• Create and train brokers on best practices to encourage clients cancelling their policies to return to arenaflex.
• Work closely with leads to ensure service, business process, and operations are consistent with quality standards.
• Manage and oversee escalations with integrity and direction to the client.
• Host and support internal audit preparation, process, and follow-up.
• Manage and distribute arenaflex website inquiries and triage support emails and general voicemail inbox that is not assigned.

### Requirements To be successful in this role, you'll need:

• RIBO license required.
• Over 3 years of broking experience.
• At least one year of people management or mentorship experience.
• Persistence and agility to meet set targets consistently.
• Ability to communicate effectively with multiple stakeholders.
• Attention to detail and demonstrated flexibility in managing multiple clients at a time.
• CAIB/CIP would be an asset.
• Experience working in a call center would be an asset.

Perks We Offer at arenaflex

* Opportunity to work for Canada's fastest-growing #insurtech scale-up.

• Primarily remote work environment available to everyone.
• Laptop, extra monitor, and main accessories are provided.
• Extra home office and supplies allowance to help with work-from-home set up.
• Comprehensive and flexible health and dental plans to suit all lifestyles, including mental health.
• Health/Personal Spending Accounts to subsidize your healthy habits and purchases.
• Parental Leave Top Up.
• Weekly Friday companywide huddles for casual catch-ups with other departments.
• Build next-level relationships with your peers through scheduled companywide virtual and in-person team-building events.
• Be a part of something special. We're confident you won't find any other insurance company like us :)

Our Culture

At arenaflex, we believe that teamwork makes the dream work. We're passionate about providing business owners with the best insurance solutions at great rates through an online and easy-to-use platform. Our secret sauce is all about our culture, built on four core values that we live and breathe daily:

• INTEGRITY: We do what's right.
• INCLUDE: We are an open and safe space for all.
• INVENT: We take an innovative approach to creating straightforward solutions for our customers.
• DELIVER: We set ambitious goals and hold ourselves accountable for achieving them.

Diversity and Inclusion

arenaflex celebrates diversity in its workforce structure and encourages applications from all backgrounds. We're an inclusive employer that celebrates diversity in its workforce structure. We encourage applications from all qualified candidates and will accommodate applicants' needs under the respective provincial human rights codes throughout all stages of the recruitment and selection process.

How to Apply

If you're a motivated and results-driven leader with a passion for coaching and mentoring, we encourage you to apply for this exciting opportunity. Please submit your application through our website. We appreciate your time in going through the job posting and applying for a position with us. Apply Job! Apply for this job