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

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a renowned global leader in our industry, we're committed to fostering a culture of innovation, collaboration, and continuous learning. We're now seeking an experienced Customer Support Team Lead to join our growing global team, working alongside the Senior Manager, Customer Support. This is an exciting opportunity to lead a team of customer support professionals, drive process improvements, and contribute to the achievement of our quarterly goals and team-wide OKRs.

About arenaflex

arenaflex is a dynamic and rapidly growing organization that's revolutionizing the way we deliver customer support. Our team is comprised of passionate professionals who share a common goal: to provide exceptional customer experiences that drive loyalty and retention. With a strong focus on innovation, collaboration, and continuous learning, we're committed to fostering a culture that empowers our team members to grow and thrive.

Job Summary

As a Customer Support Team Lead at arenaflex, you'll be responsible for leading a team of customer support professionals, providing coaching and guidance on conversation quality, accuracy, tone, and communication skills. You'll also be responsible for cultivating a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members. This is a night-shift role, with hours from 7pm-3am ET.

Key Responsibilities

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

• Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes, and supporting team members.
• Contribute to training programs and ensure smooth onboarding experiences for new hires.
• Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
• Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
• Review and enhance our live chat offering, suggesting improvements to the customer experience.
• 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 across all regions, working with leadership and other Team Leads.
• 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, ideally in a fast-growing environment.

• Experience managing text-based live chat support.
• Expertise in coaching team members on communication, messaging, and efficiency.
• Exceptional written and verbal communication skills.
• High technical proficiency and ability to implement and scale processes.
• Strong emotional intelligence with a people-first mindset and ability to inspire and lead.
• Excellent problem-solving skills, with a data-driven approach.
• Experience collaborating across departments to meet customer and team needs.
• Understanding of digital marketing agencies and SEO/marketing channels is desirable.
• 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 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 remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. We offer a comprehensive benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health and dental benefits
• Flexible work arrangements, including remote work options
• Professional development opportunities, including training and education programs
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment

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 exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Now! Apply for this job