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

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a leading global organization, we're constantly pushing the boundaries of innovation and excellence. Our Customer Support department is renowned for its stellar support, and we're seeking a talented Customer Support Team Lead to join our growing global team.

About arenaflex

arenaflex is a forward-thinking organization that's revolutionizing the way we approach customer support. With a strong focus on innovation, collaboration, and employee growth, we're creating a workplace culture that's both dynamic and supportive. Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact in the lives of our customers.

Job Summary

We're seeking an experienced Customer Support Team Lead to join our night-shift team, working alongside our Senior Manager, Customer Support. As a Customer Support Team Lead, you'll be responsible for leading a team of Customer Support members, providing coaching and guidance to ensure exceptional customer experiences. You'll also contribute to training programs, build strong relationships with cross-functional stakeholders, and help drive the achievement of quarterly goals and team-wide OKRs.

Responsibilities

As a Customer Support Team Lead, you'll have the following key responsibilities:

• Lead and Coach a Team of Customer Support Members: Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.
• Cultivate a Strong Team Culture: Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes and supporting team members.
• Contribute to Training Programs: Contribute to training programs and ensure smooth onboarding experiences for new hires.
• Build Strong Relationships with Stakeholders: Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
• Drive Achievement of Quarterly Goals: Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
• Enhance Live Chat Offering: Review and enhance our live chat offering, suggesting improvements to the customer experience.
• Conduct Weekly 1:1s: Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being.
• Ensure Adherence to Processes: Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads.
• Oversee Internal Documentation: Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.

Requirements

To be successful in this role, you'll need to bring the following skills and experience:

• 3 to 5+ Years' Experience Leading Customer Support Teams: 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment.
• Experience Managing Text-Based Live Chat Support: Experience managing text-based live chat support.
• Expertise in Coaching Team Members: Expertise in coaching team members on communication, messaging, and efficiency.
• Exceptional Communication Skills: Exceptional written and verbal communication skills.
• High Technical Proficiency: High technical proficiency and ability to implement and scale processes.
• Strong Emotional Intelligence: Strong emotional intelligence with a people-first mindset and ability to inspire and lead.
• Excellent Problem-Solving Skills: Excellent problem-solving skills, with a data-driven approach.
• Experience Collaborating Across Departments: Experience collaborating across departments to meet customer and team needs.
• Understanding of Digital Marketing Agencies: Understanding of digital marketing agencies and SEO/marketing channels is desirable.
• Experience with Customer Success-Focused Initiatives: Experience with Customer Success-focused initiatives and copywriting or other writing/editorial experience is also desirable.
• Bachelor's Degree (or Higher): 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, 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 a flexible work environment, with the ability to work from anywhere in Canada. You'll also have access to a range of benefits, including:

• Competitive Salary: A competitive salary that reflects your skills and experience.
• Flexible Work Arrangements: The flexibility to work from anywhere in Canada.
• Professional Development Opportunities: Opportunities for professional development and growth.
• Collaborative Team Environment: A collaborative team environment that's supportive and inclusive.
• Recognition and Rewards: Recognition and rewards for your hard work and contributions.

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 our Talent Acquisition team. We can't wait to hear from you! Apply Now! Apply for this job