Job Description
At arenaflex, we're on a mission to help those who help others. As a Customer Support Team Lead, you'll play a critical role in delivering exceptional customer experiences to healthcare professionals who rely on our platform every day. If you're a customer-obsessed leader with a passion for coaching, developing, and engaging high-performing teams, we'd love to hear from you! **About arenaflex** arenaflex is a remote-first company that's all about fostering growth, spreading delight, and serving our healthcare community. We're a founder-led organization that lives our values while maintaining a clear vision for the future. Our product enables healthcare practitioners to run their practices in a digital-first way through features such as online booking, charting, scheduling, telehealth, secure payments, and billing. We're on a mission to simplify the lives of healthcare professionals and patients daily. **Our Culture** We believe in collaboration, humility, and keeping a growth mindset. We're looking for people who can embrace our way of working, which often means being flexible and open to change. Our team is made up of talented individuals who are passionate about delivering exceptional customer experiences. We're a remote team, which means you'll have the freedom to work from anywhere in Canada. We're committed to fostering an environment that allows you to come to work as your truest self. **Your Role in Our Journey** As a Customer Support Team Lead, you'll be responsible for coaching, developing, and engaging a team of ~8 Drivers who provide support to our customers. You'll focus on building a culture of open communication and collaboration, ensuring your team has the tools and support they need to thrive. You'll also implement strategies that enhance the customer experience, drive quality, and ensure meaningful results that make a real impact. **Key Responsibilities** * Lead a team of ~8 Drivers with support, coaching, and growth opportunities * Identify knowledge gaps and trends, and create coaching plans to build confidence and skill * Use Jane's 4C coaching model to provide real-time feedback and structured development * Build an inclusive and trusting team culture where everyone feels valued and heard * Conduct weekly quality reviews to highlight strengths, surface patterns, and drive continuous improvement * Use support metrics (like CSAT, First Call Resolution, and Quality) to guide coaching and track team progress * Address performance challenges proactively with thoughtful action plans * Celebrate wins, big or small, to maintain high motivation and engagement * Keep your team informed on product updates, company direction, and support goals * Create space for open dialogue through regular 1:1s and team meetings * Advocate for your team and the needs of our customers across departments * Lead through change with empathy, clarity, and a calm, solutions-focused approach * Stay up to date on Jane's features, workflows, and best practices, and help your team do the same * Monitor quality reviews to identify training opportunities and knowledge gaps * Encourage proactive problem-solving and support team confidence in complex situations * Collaborate with the Product, Marketing, and Content teams to ensure information is accurate and current * Handle customer escalations with empathy and urgency * Coach Drivers on how to navigate tough conversations and resolve complex issues * Offer real-time support when team members need backup * Spot trends in escalations and partner cross-functionally to improve workflows and reduce friction **What We're Looking For** * 5 years of leadership experience, leading in a high-touch customer service environment where employee engagement is key! * A strong coach and mentor - you know how to motivate, develop, and retain exceptional people, while holding space for honest feedback and accountability * You bring ownership to everything you do, taking initiative and following through to drive real outcomes for your team and our customers * With a customer-obsessed mindset, you're passionate about delivering a best-in-class experience and helping others do the same * You use data and insights to understand patterns, inform decisions, and guide improvements, without losing sight of the people behind the numbers * You're a confident communicator who fosters open, honest conversations across 1:1s, team meetings, and Slack, and you know how to influence and align others toward shared goals * You're curious, collaborative, and always looking for ways to improve how we work to create better experiences for customers, your team, and peers * Strong problem-solving skills and sound judgment help you navigate ambiguity and make thoughtful, timely decisions * Adaptability and resilience, you stay steady through change and know how to support others in uncertain or fast-paced environments * You've led remote or distributed teams and understand how to build connection and accountability across distance **Compensation & Benefits** arenaflex is committed to paying our team members fairly, clearly, and above all, paying for growth. This role has a minimum annual salary of $75,000 and maximum annual salary of $105,000. As you may have noticed, this salary range is quite large, and this is intentional to account for the growth someone will experience in the role throughout their time at arenaflex (i.e., from building the skills, to accomplished, to highly proficient, all the way to achieving excellence in the role). We also offer a comprehensive benefits package, which includes: * Medical and dental coverage * Vision care * Life insurance * Disability insurance * Retirement savings plan * Paid time off * Holidays * Flexible work arrangements **Diversity, Equity, and Inclusion** We believe it's essential to actively recognize, embrace, and celebrate our differences in order to make arenaflex an inclusive, equitable, and diverse workplace. We're committed to listening to every voice in order to learn and grow because doing this will allow us to meet the needs of the diverse community of helpers that arenaflex serves. We do not tolerate discrimination, prejudice, or oppressive isms of any kind. Employment is decided on the basis of qualifications, merit, experience, and the needs of the arenaflex community. We encourage anyone who requires accommodation or adjustments throughout the interview process to let us know, and we will do our best to support you. **How to Apply** If you're a customer-obsessed leader with a passion for coaching, developing, and engaging high-performing teams, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job