Experienced Customer Support Leader – Global Operations and Team Management
At arenaflex, we're on a mission to revolutionize the way people interact with technology, and we're looking for a seasoned Customer Support Leader to join our team. As a key member of our global operations team, you'll be responsible for leading our customer-facing team, driving customer satisfaction, and ensuring seamless support experiences for our customers.
About arenaflex
arenaflex is a high-growth startup that's changing the way people communicate with each other. We're passionate about innovation, customer satisfaction, and employee growth. Our team is made up of talented individuals from all over the world, and we're committed to creating a work environment that's inclusive, supportive, and fun.
The Role
As our Customer Support Leader, you'll be responsible for leading our customer-facing team, managing ticket desk queues, scheduling ticket assignments, and monitoring agent KPIs. You'll also serve as a subject matter expert, analyze call, ticket, and chat data, and prepare reports as requested. Your goal will be to maximize customer satisfaction, reduce wait times, and improve overall support experiences.
Key Responsibilities
* Manage ticket desk queues and scheduling ticket assignments
- Manage call queues, wait times, and call back response times
- Monitor and analyze agent KPIs: ASA, AHT, and ACW
- Serve as a subject matter expert and provide guidance to agents
- Analyze call, ticket, and chat data and prepare reports as requested
- Employee Scheduling
- Provide performance feedback and performance evaluations routinely
- Maintain and adjust agent training to exceed customer expectations
- Handle customer escalations
- Enforce, maintain, and improve SOPs
- Ongoing agent coaching
- Manage upselling quotas
- Collaborate to proactively meet SLAs
- Maintain employee engagement
- Work closely with the director to ensure a high level of quality and service is maintained
Essential Qualifications
* 5+ years' experience in Customer Support, ideally in technical support
- 2+ years of experience managing a customer-facing team preferred
- Demonstrate excellent customer service contact skills through oral and written communication
- Effective multi-tasking with the ability to follow up
- Ability to prioritize, execute, and meet deadlines
- Personable and motivational personality
- Zendesk experience preferred
- Chargebee experience preferred
Preferred Qualifications
* Experience working with global teams and managing remote employees
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Experience with employee engagement and retention strategies
What We Offer
* Competitive salary: $1,700-$2,500/month depending on experience
- Opportunities for advancement and career growth
- Collaborative and dynamic work environment
- Flexible scheduling and remote work options
- Comprehensive benefits package
- Professional development opportunities
- Recognition and rewards for outstanding performance
Work Environment and Culture
At arenaflex, we value diversity, inclusion, and employee well-being. Our work environment is designed to be inclusive, supportive, and fun. We offer flexible scheduling, remote work options, and a comprehensive benefits package to ensure our employees feel valued and supported.
How to Apply
If you're a motivated and experienced Customer Support Leader looking for a new challenge, we'd love to hear from you. Please submit your resume, a 30-second screencast describing what you do, and your Enneagram results (type, etc.). We're excited to learn more about you and explore how you can contribute to our team's success. Apply Job!
Note:
We're an equal opportunities employer and welcome applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and fun. Apply for this job