Experienced Customer Support Leader – High-Growth Startup Opportunity at arenaflex

At arenaflex, we're on a mission to revolutionize the way we connect with our customers, and we're looking for a talented and results-driven Customer Support Leader to join our team. As a key member of our customer support team, you'll play a vital role in driving customer satisfaction, loyalty, and retention. If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and driving business growth, we want to hear from you.

About arenaflex

arenaflex is a high-growth startup that's changing the way we think about customer support. We're a team of innovators, thinkers, and doers who are passionate about delivering exceptional customer experiences. Our mission is to empower our customers to achieve their goals, and we're committed to building a team that shares our values and passion for excellence.

Job Summary

We're seeking an experienced Customer Support Leader to join our team and lead our customer support operations. As a Customer Support Leader, you'll be responsible for managing our ticket desk queues, scheduling ticket assignments, and monitoring agent performance. You'll also be responsible for analyzing call, ticket, and chat data, preparing reports, and providing performance feedback and evaluations. If you're a motivated and results-driven individual with a passion for customer service, we encourage you to apply.

Key Responsibilities

As a Customer Support Leader at arenaflex, you'll be responsible for:

• Managing the ticket desk queues and scheduling ticket assignments
• Managing the call queues, wait times, and call back response times
• Managing and monitoring agent KPIs: ASA, AHT, and ACW
• Serving as the subject matter expert
• Analyzing call, ticket, and chat data and preparing reports as requested
• Employee Scheduling
• Providing performance feedback and performance evaluations routinely
• Maintaining and adjusting agent training to exceed customer expectations to maximize FCR
• Handling customer escalations
• Enforcing, maintaining, and improving SOPs
• Ongoing agent coaching
• Managing upselling quotas
• Collaborating to proactively meet SLAs
• Maintaining employee engagement
• Working closely with the director to ensure a high level of quality and service is maintained
• Other duties as assigned

Qualifications

To be successful in this role, you'll need:

• 5+ years of experience in Customer Support, ideally in technical support
• 2+ years of experience managing a customer-facing team preferred
• 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

What We Offer

As a Customer Support Leader at arenaflex, you'll enjoy:

• A competitive salary
• Comprehensive benefits
• Opportunities for advancement and professional growth
• A dynamic and supportive work environment
• Collaborative team culture
• Flexible work arrangements
• Professional development opportunities
• Recognition and rewards for outstanding performance

Work Environment and Culture

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in fostering a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this journey.

Shifts and Scheduling

We offer shifts from 40 hours a week, and we're currently open from 10 am Eastern Time to 7:00 pm Eastern Time, Monday through Sunday. Note that this will be expanding from 9 am Eastern Time to 9 pm Eastern Time in the future.

How to Apply

If you're a motivated and results-driven individual with a passion for customer service, we encourage you to apply. To apply, please submit your resume and a 30-second screencast describing what you do. You can also include your results from the Enneagram test and a written example of a time when you made a subtle change within your team that had a large impact on the agent's KPIs.

Apply Now

If you're ready to contribute to a thriving team and join a high-growth startup, we encourage you to apply now. We're excited to review your application and look forward to hearing from you. Apply To This Job

Note:

arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and empowering. Apply for this job