Experienced Customer Support Team Lead – Night-Shift Opportunity at arenaflex
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Support Team Lead, you'll play a pivotal role in shaping the future of our customer support department. If you're a seasoned leader with a passion for driving results, building high-performing teams, and delivering world-class support, we want to hear from you.
About arenaflex
arenaflex is a dynamic and innovative company that's changing the game in the industry. With a strong focus on customer satisfaction, we're committed to providing top-notch support to our clients. Our team is made up of talented individuals who are passionate about delivering exceptional results and making a real impact. As a Customer Support Team Lead, you'll be part of a global team that's dedicated to excellence and innovation.
Job Summary
We're seeking an experienced Customer Support Team Lead to join our growing global team, working alongside the Senior Manager, Customer Support. This role will be responsible for leading a team of Customer Support members, providing coaching and guidance to ensure exceptional customer experiences. You'll be responsible for cultivating a positive and collaborative team culture, contributing to training programs, and building strong relationships with cross-functional stakeholders.
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 valued member of our team, you'll also enjoy a range of benefits, including:
- Comprehensive health and dental insurance
- Generous paid time off and vacation days
- Opportunities for professional growth and development
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
Why Join arenaflex?
At arenaflex, we're passionate about creating a workplace that's inclusive, supportive, and empowering. We believe in the power of diversity and are committed to creating a culture that celebrates individuality and promotes growth. As a Customer Support Team Lead, you'll be part of a global team that's dedicated to excellence and innovation. You'll have the opportunity to:
- Work with a talented team of professionals who are passionate about delivering exceptional results
- Develop your leadership skills and expertise in customer support
- Contribute to the growth and success of a dynamic and innovative company
- Enjoy a range of benefits and perks that support your well-being and career growth
How to Apply
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