Experienced Team Lead, Customer Content Services – North America Overnight Operations

At arenaflex, we're dedicated to delivering exceptional customer experiences through our innovative solutions and services. As a Team Lead in our Customer Content Services team, you'll play a pivotal role in shaping the quality of service our customers receive and driving the long-term success of our team. If you're passionate about client success, have a strong work ethic, and a desire to lead in a team environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to succeed in today's fast-paced digital landscape. Our Customer Content Services team is at the forefront of delivering exceptional customer experiences, and we're looking for a talented Team Lead to join our North America overnight operations.

Job Summary

As a Team Lead, you'll provide internal advisory-level consulting expertise to our team of content editors, as well as second-level external escalation support to clients. You'll be responsible for providing extensive product knowledge, problem resolution, troubleshooting, and technical support. Your primary focus will be on copy prioritization, working closely with editors to ensure client content is handled in a timely manner. You'll also serve as the primary escalation point for our Inside and Enterprise Sales teams, offering guidance, feedback, and assistance.

Responsibilities

As a Team Lead in our Customer Content Services team, your key responsibilities will include:

• Product Expertise: Understand and be a resource for all of arenaflex's products, services, procedures, and guidelines, and communicate same to all team members.
• Team Management: Ensure that the Distribution team is meeting the needs of arenaflex, its customers, and its employees, and motivate the Distribution team to improve performance consistently.
• Workflow Management: Manage workflow, including prioritizing timely copy, assigning to team as needed, and staging, processing, and QAing critical and timely copy as necessary.
• Customer Service: Provide world-class customer service in every interaction for optimal team performance and customer satisfaction.
• Issue Resolution: Demonstrate ownership and ability to follow issues to resolution and client satisfaction.
• Escalation Support: Assist in owning and handling client escalations.
• Training and Development: Assist management in facilitating necessary training and process adjustments to fully align the North America overnight team, as well as coaching and development of the Distribution team and improving departmental processes.
• Coaching and Feedback: Provide ad hoc coaching and feedback sessions based on issues that arise when needed.
• Training Needs Identification: Identify training needs, communicate training opportunities to manager and training specialists.
• Shift Scheduling: Assist management in scheduling and organizing shifts based on workflow and customer contact trends, and aid management in covering critical or emergency shifts as necessary.
• Product Resources: Support the development of product manuals, FAQs, and other internal editorial resources.
• Interdepartmental Collaboration: Liaise with Product teams, Development, Quality Assurance, Technical Operations, etc. as needed.
• Relationship Building: Build relationships with teams and departments with which Distribution interacts (i.e. Sales, Support, Development, etc.).
• Email Support: Support of USCCSManagers emails.
• Escalation Handling: Handles first-level escalations sent to CCS leadership team(s).
• Technical Support: Handles Tech Support queries; liaison to OnlineContent, DFS teams.

Qualifications

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

• Previous Leadership Experience: Previous leadership role experience preferred.
• Product Knowledge: Knowledge across all arenaflex Distribution platforms required.
• Reliability: Proven reliability.
• High-Pressure Environment: Proven ability to work well in a high-pressure environment.
• Communication Skills: Excellent communication (written and verbal) skills.
• Technical Skills: Strong technical troubleshooting and problem-solving skills.
• Microsoft Office: Knowledge of Microsoft Office is required.

What We Offer

As a Team Lead in our Customer Content Services team, you'll enjoy a range of benefits, including:

• Competitive Compensation: A competitive salary and benefits package.
• Opportunities for Growth: Opportunities for career growth and professional development.
• Collaborative Environment: A collaborative and dynamic work environment.
• Recognition and Rewards: Recognition and rewards for outstanding performance.
• Flexible Work Arrangements: Flexible work arrangements to support work-life balance.

How to Apply

If you're passionate about delivering exceptional customer experiences and leading a team to success, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. Apply for this job