Experienced Customer Advocates Manager – Home-Based Role at arenaflex
Join arenaflex's Distributed-First Team and Unlock Your Potential
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, remote work environment where innovation and collaboration drive success? Look no further! arenaflex is seeking an experienced Customer Advocates Manager to oversee our billing and licensing customer support department, ensuring that our team delivers the highest level of customer service possible.
About arenaflex
arenaflex is a leading player in the Software Development market, revolutionizing the way teams collaborate and work together. Our software products empower teams to achieve their goals, and our culture is built on the principles of inclusivity, diversity, and innovation. As a distributed-first company, we believe that everyone should have the freedom to work from anywhere, at any time, while still being part of a vibrant, global community.
The Role
As a Customer Advocates Manager at arenaflex, you will be responsible for leading a team of customer advocates and team leads, handling daily operations, and driving process improvements. Your expertise will enable you to offer in-depth insights into operational customer service models, and your responsibilities will involve:
- Recruiting and onboarding top-tier talent to grow your team and uphold a customer-first culture
- Handling customer escalations and working regularly with stakeholders from other continents
- Managing daily operations, including team stand-ups, workload distribution, target setting, and cross-team coordination
- Seeking to improve and standardize different customer advocate processes in collaboration with relevant stakeholders
Qualifications
To succeed in this role, you will need:
- Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role
- Bachelor's degree, preferably in Business Administration, Management, or a related field
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and proficiency in customer service software and tools
- Strong leadership qualities, ability to work under pressure, and a customer-centric mindset
Preferred Qualifications
While not required, experience in a similar industry or with similar products/services, familiarity with CRM systems and practices, and a proven track record in coaching and developing people will be highly valued.
More about You
We're looking for someone who:
- Has over 3 years of experience in effectively leading and inspiring high-performing customer service teams
- Has demonstrated experience in coaching and developing people, managing an operations team, and possessing excellent analytical capabilities
- Has a proven track record in coaching and cultivating individuals, possessing and demonstrating strong analytical skills
- Operates daily with a sense of urgency to get things done
- Has experience developing and scaling customer service teams from the ground up
More about Our Team
Our Customer Advocate team is the first point of contact for our awesome customer base, dedicated to solving problems and improving relationships. We work hard to analyze interactions and communication to ultimately improve our customers' purchasing experience. Our team is passionate about delivering exceptional customer experiences and is committed to upholding a customer-first culture.
Compensation
At arenaflex, we strive to design equitable, explainable, and competitive compensation programs. Our base pay ranges for this role are:
- Zone A: $138,200 - $165,800
- Zone B: $124,400 - $149,300
- Zone C: $114,700 - $137,600
This role may also be eligible for benefits, bonuses, commissions, and equity. Please visit [go.arenaflex.com/payzones](http://go.arenaflex.com/payzones) for more information on our geographic pay zones.
Our Perks & Benefits
arenaflex offers a variety of perks and benefits to support you, your family, and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit [go.arenaflex.com/perksandbenefits](http://go.arenaflex.com/perksandbenefits) to learn more.
About arenaflex
arenaflex is a company that is motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet, and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all arenaflexians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To Learn More
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit [go.arenaflex.com/crh](http://go.arenaflex.com/crh).
Apply Now
Ready to join arenaflex's distributed-first team and unlock your potential? Apply now to become our next Customer Advocates Manager! Apply for this job