Experienced Customer Support Leader – Global Operations and Team Management

At arenaflex, we're on a mission to revolutionize the way people connect and communicate. As a Customer Support Leader, you'll play a vital role in shaping the customer experience and driving growth for our high-performing team. If you're a passionate, results-driven leader with a knack for customer service and team management, we want to hear from you.

About arenaflex

arenaflex is a fast-paced, innovative startup that's changing the game in the customer support industry. We're a global company with a diverse team of experts who share a common goal: to deliver exceptional customer experiences that exceed expectations. Our culture is built on collaboration, adaptability, and a passion for continuous improvement. We're committed to creating a work environment that's inclusive, supportive, and empowering for all team members.

Your Role

As a Customer Support Leader at arenaflex, you'll be responsible for leading a high-performing team of customer support agents. You'll oversee the day-to-day operations of the ticket desk, call queues, and chat channels, ensuring that customer issues are resolved efficiently and effectively. Your expertise will be sought after by team members, directors, and customers alike, as you provide guidance, coaching, and support to drive exceptional results.

Key Responsibilities

* Manage ticket desk queues and scheduling, ensuring timely and efficient resolution of customer issues

• Oversee call queues, wait times, and call back response times, maintaining high levels of customer satisfaction
• Monitor and analyze agent KPIs (ASA, AHT, ACW), providing actionable insights to drive improvement
• Serve as a subject matter expert, providing guidance and support to team members and customers
• Analyze call, ticket, and chat data, preparing reports to inform business decisions
• Develop and implement employee scheduling strategies to optimize team performance
• Provide regular performance feedback and evaluations, coaching team members to exceed customer expectations
• Maintain and adjust agent training programs to ensure FCR (First Contact Resolution) targets are met
• Handle customer escalations, resolving issues promptly and professionally
• Enforce, maintain, and improve SOPs (Standard Operating Procedures) to ensure consistency and quality
• Collaborate with the director to ensure high levels of quality and service are maintained
• Other duties as assigned by the director or management team

Essential Qualifications

* 5+ years of experience in customer support, ideally in technical support

• 2+ years of experience managing a customer-facing team, preferably in a similar industry
• Excellent customer service contact skills, demonstrated through oral and written communication
• Effective multi-tasking, with the ability to follow up and prioritize tasks
• Ability to meet deadlines and execute tasks efficiently
• Personable and motivational personality, with a passion for customer service
• Zendesk experience preferred
• Chargebee experience preferred

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment

• Proven track record of driving customer satisfaction and loyalty
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
• Experience with employee engagement and retention strategies
• Familiarity with arenaflex's products and services, or a willingness to learn

What We Offer

* Competitive salary: $1,700-$2,500/month, depending on experience

• Opportunities for advancement and career growth
• Collaborative, dynamic work environment
• Flexible scheduling, with shifts from 40 hours a week
• Ongoing training and development opportunities
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Access to cutting-edge technology and tools
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated, results-driven leader with a passion for customer service and team management, we want to hear from you. To apply, please submit your resume and a 30-second screencast describing what you do. You can capture your voice, video, and screen using free software from Loom (www.loom.com). Please also include your Enneagram results (type, e.g., type 1, type 2, etc.) and a written example of a time when you made a subtle change within your team that had a large impact on agent KPIs. Don't miss this opportunity to join the arenaflex team and shape the future of customer support. Apply now and take the first step towards a rewarding career with a dynamic, innovative company. Apply Job! Apply for this job