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

Job Title:

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

Job Type:

Full-time, Permanent

Location:

Remote Canada

Salary:

$69,600 - $104,300 per year

About arenaflex

arenaflex is a leading global organization that has revolutionized the way businesses interact with their customers. Our mission is to deliver exceptional customer experiences through innovative solutions, cutting-edge technology, and a team of passionate professionals. With a strong presence in the digital marketing industry, arenaflex has established itself as a trusted partner for businesses seeking to enhance their customer support and success.

Job Description

We are seeking an experienced Customer Support Team Lead to join our growing global team, working alongside the Senior Manager, Customer Support. As a key member of our Customer Support department, you will be responsible for leading a team of Customer Support members, fostering a positive and collaborative team culture, and driving exceptional customer experiences.

Key Responsibilities:

### Team Leadership and Development

• 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.
• Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being.

### Process Improvement and Training

• Contribute to training programs and ensure smooth onboarding experiences for new hires.
• Review and enhance our live chat offering, suggesting improvements to the customer experience.
• Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.

### Collaboration and Communication

• 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.

### Technical Skills and Competencies

• 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.

### Desired Qualifications

• 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.

### Work Environment and Company Culture arenaflex is a remote-friendly organization that values flexibility, work-life balance, and employee well-being. Our company culture is built on collaboration, innovation, and a passion for delivering exceptional customer experiences. As a member of our team, you will have access to:

• Flexible work arrangements and remote work options
• Comprehensive benefits package, including health, dental, and vision insurance
• Professional development opportunities and training programs
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance and contributions

### 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. ### How to Apply If you are a motivated and experienced Customer Support professional looking for a new challenge, please submit your application, including your resume and a cover letter, to our Talent Acquisition team. We look forward to hearing from you! [Apply Now](https://www.theladders.com/job/customer-support-team-lead-night-shift-agencyanalytics-virtual-travel_79657188) Apply for this job