Experienced Technical Care Tier 2 Manager – Kuiper Customer Support

At arenaflex, we're revolutionizing the way the world accesses broadband connectivity through our ambitious Project Kuiper initiative. With a constellation of 3,236 satellites in low Earth orbit (LEO), we're on a mission to bring fast, affordable broadband to unserved and underserved communities globally. Our Kuiper Customer Support team is at the forefront of this endeavor, dedicated to delivering exceptional support to our customers while achieving unprecedented quality, efficiency, and scale. We're seeking a highly motivated and talented Technical Care Tier 2 Manager to join our team and help shape the customer satisfaction journey for Kuiper customers. As a key member of our Global Operations team, you'll oversee a team of specialized agents tasked with resolving complex customer issues and escalations, including account management, technical support, safety concerns, social media interactions, fraud prevention, installation services, and general customer support.

A Day in the Life

As a Technical Care Tier 2 Manager, you'll be responsible for leading a team of Tier 2 Kuiper Technical Care Agents (TCAs) in delivering exceptional support to our customers while achieving performance targets. You'll provide ongoing coaching, training, and feedback to team members to enhance their skills and capabilities. Your day will be filled with:

• Collaborating with internal and external stakeholders to develop customer-centric solutions
• Analyzing customer feedback and data to identify trends, opportunities, and areas for improvement
• Conducting regular audits of customer interactions and providing feedback for improvement
• Developing and implementing strategies to improve efficiency, productivity, and customer satisfaction levels
• Overseeing daily operations of the customer service department, including managing inbound inquiries and resolving customer issues
• Handling escalated customer inquiries or complaints with professionalism and empathy

About the Team

Our Global Operations team is part of the Worldwide Consumer team at arenaflex. Our mission is to plan, develop, and execute strategies to launch and operate Kuiper services globally through multiple distribution channels. We're responsible for delivering revenue from residential and small business broadband services, and we're committed to developing business models, local and regional partnerships, and fixed service operations in service-enabled countries.

Basic Qualifications

* High school diploma or equivalent required

• 5+ years in Customer Service
• 2+ years managing associates
• Experience with Windows Operating Systems and Microsoft Outlook
• Strong leadership and interpersonal skills, with the ability to inspire and motivate team members
• Excellent verbal and written communication skills with a customer-centric approach
• Problem-solving skills with a focus on finding practical and effective solutions
• Ability to handle escalated customer inquiries or complaints with professionalism and empathy
• Proficiency in using CRM software and other relevant tools to track and manage customer interactions
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
• Results-oriented, have high integrity, and a desire to be part of a world-class, rapidly expanding company
• Experience pulling and reporting data from numerous databases (using Excel, Access, and/or other data management systems)

Preferred Qualifications

* Bachelor's degree

• Proven examples of the ability to successfully support contact operational teams with diverse stakeholders with a high level of quality
• Technical acumen and experience working with technical/development teams
• Multi-lingual capabilities are a plus

Work Environment and Culture

At arenaflex, we're committed to creating an inclusive and diverse workplace where our employees can thrive. We're a total compensation company, offering a comprehensive benefits package, including medical, financial, and other benefits. Our compensation reflects the cost of labor across several US geographic markets, with a base pay range of $84,100/year in our lowest geographic market up to $188,100/year in our highest geographic market.

Export Control Requirement

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

Los Angeles County Applicants

Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position.

San Francisco Fair Chance Ordinance

We will consider for employment qualified applicants with arrest and conviction records.

Accommodations for Applicants with Disabilities

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Apply Now

If you're a motivated and talented individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your application via our internal or external career site. Apply Job! Apply for this job