Experienced Customer Experience Technical Manager – Web & Cloud Application Development

About arenaflex

At arenaflex, we're passionate about empowering businesses and individuals to thrive in the digital landscape. As a leading provider of innovative web hosting and domain registration services, we're dedicated to making online business simpler and more accessible for everyone. Our team is built on a foundation of collaboration, respect, and a shared commitment to excellence. We're proud to offer a fully remote work environment, giving you the freedom to work from anywhere and enjoy a better work-life balance.

Job Overview

We're seeking an experienced Customer Experience Technical Manager to join our team at arenaflex. As a key member of our customer experience team, you'll play a vital role in ensuring that our customers receive exceptional support and service. Your primary responsibility will be to lead and coach our 2nd Level Support, Migrations, and CX Ops: KB & Training teams, ensuring high service quality and team collaboration. You'll work closely with our Sales Manager, 1st Level Support Manager, and CX Ops: QA to improve issue resolution, customer satisfaction, and overall customer experience.

Responsibilities:

* Lead and coach the 2nd Level Support, Migrations, and CX Ops: KB & Training teams, ensuring high service quality and team collaboration.

• Communicate directives, updates, and strategic decisions from upper management to employees, ensuring alignment and clarity across teams.
• Take care of your team's well-being, make them feel valued and part of the team, promote company culture, and keep them motivated and engaged.
• Collaborate with the Legal and DPO departments to address customer-related issues, as well as to ensure compliance in internal processes and tools.
• Train and guide the team on handling abuse requests, working closely with the Legal, 1st-level support, Infrastructure, and other relevant teams.
• Oversee and improve Managed Services for Hosting and IaaS, ensuring high service quality, operational efficiency, and continuous improvement in collaboration with relevant teams.
• Develop and implement interdepartmental policies when needed to ensure alignment, efficiency, and compliance across teams.
• Review team performance periodically using the company's evaluation system and provide feedback.
• Work with 2nd level support managers from other arenaflex brands to share knowledge and learn from best practices.
• Monitor and analyze support metrics to measure team effectiveness and identify areas for improvement in collaboration with the CX Ops: QA.
• Partner with the CX Ops: QA to improve service quality, refine internal processes, and enhance customer experience.
• Collaborate with the 1st Level Support Manager to optimize escalation processes and improve issue resolution.
• Work with the Sales Manager to ensure a smooth customer journey and support sales-related inquiries.
• Coordinate with the KB & Training to develop internal and public knowledge base articles and provide team training.
• Investigate and resolve customer complaints through tickets, phone, and chat, ensuring a timely response.
• Conduct regular team meetings to discuss updates, challenges, and improvements.
• Assign, delegate, and monitor tasks to ensure team productivity and accountability.
• Report bugs and issues to the PnT (Product & Technology) department for resolution.
• Escalate and report infrastructure-related issues to the Infrastructure Team and relevant managers.
• Provide customer feedback to improve products, services, and overall satisfaction.
• Mentor 1st Level Support and Sales agents on advanced technical topics as needed, support their technical development with the 1st Level Support Manager and the Sales Manager, and suggest training topics for them to KB Ops: QA.
• Inform and update the 1st Level Support team on widespread issues and ongoing technical problems.
• Support cross-selling and up-selling by training the team to advise customers on service development.
• Coordinate with other arenaflex teams on customer-related cases, infrastructure, and tool/service improvements.
• Periodically act outside basic responsibilities to help the company's main target and develop within it.

Skills & Qualifications:

* Strong knowledge of company policies and procedures

• Strong problem-solving and critical-thinking skills
• Excellent time management and prioritization skills
• Outstanding people management and leadership skills
• Strong self-leadership and the ability to take initiative
• Exceptional organizational and decision-making abilities
• Excellent written and verbal communication skills in Greek and English
• Strong collaboration skills and a team-oriented mindset
• Strong attention to detail and expert troubleshooting skills
• Willingness to confront and resolve a wide range of customer problems, of basic to advanced complexity
• Good knowledge of Linux and Windows operating system environments
• Strong understanding of web and database servers, such as Apache, MySQL, and MSSQL
• Good knowledge of mail services, including Postfix, Dovecot, SMTP, IMAP, POP3, and Sieve
• Experience with DNS services, such as BIND and PowerDNS
• Expertise in control panel solutions like Plesk, cPanel, and WHM
• Familiarity with monitoring systems such as Nagios and Prometheus is a plus
• Proficiency with CMS platforms like WordPress, Joomla, etc.
• Good understanding of Node.js, Ruby on Rails, CDN, virtualization, etc.
• Strong project management and process improvement skills
• Excellent relationship-building and stakeholder management abilities
• Results-driven mindset with a focus on efficiency and performance
• Experience in handling customer complaints and feedback to drive continuous improvement
• Strategic mindset with the ability to align team objectives with company goals
• Strong empathy and active listening skills to enhance customer and team interactions
• High level of adaptability to manage evolving business needs and challenges

Why Join arenaflex?

At arenaflex, we're committed to creating a work environment that's inclusive, respectful, and empowering. We believe that everyone deserves to thrive, and we're dedicated to making a positive impact on our customers, our community, and the environment. As a member of our team, you'll have the opportunity to:

• Work with a talented and diverse team of professionals who share your passion for innovation and customer satisfaction
• Develop your skills and expertise in a dynamic and supportive environment
• Contribute to the development of cutting-edge products and services that make a real difference in people's lives
• Enjoy a comprehensive benefits package, including flexible work arrangements, professional development opportunities, and a competitive salary
• Be part of a company that's committed to sustainability, social responsibility, and community engagement

How to Apply

If you're a motivated and experienced professional who's passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume, cover letter, and any relevant certifications or references. We can't wait to meet you and explore how you can contribute to our team's success.

Equal Opportunities Employer

arenaflex is an equal opportunities employer, committed to diversity, equity, and inclusion. We welcome applications from all qualified candidates, regardless of their background, culture, or identity. Apply for this job