Experienced Customer Support Operations Lead – Scaling Support Excellence at arenaflex
At arenaflex, we're on a mission to revolutionize the way people work and live. Our innovative solutions empower communities to thrive, and we're looking for a talented Customer Support Operations Lead to join our team. As a strategic and systems-oriented leader, you'll play a critical role in shaping the future of our support operations, driving efficiency, and delivering exceptional customer experiences.
About arenaflex
arenaflex is a values-driven company that's passionate about making work happy. We're a team of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities! Our flagship product suite has more than 5 million units on its platform, and we're committed to building better communities through our software.
The Role
As our Customer Support Operations Lead, you'll be responsible for leading the operationalization of our BPO support partner, improving support efficiency, and driving measurable improvements in CSAT and escalation quality. You'll work closely with our cross-functional teams to enhance tooling, automate processes, and introduce structured reporting that informs Product and Success strategy.
Key Responsibilities
* BPO Management & Enablement: Lead the operationalization of our BPO support partner within 12 weeks, delivering clear SOPs, QA standards, tooling access, and structured training programs.
- Escalation Strategy & Quality Improvement: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues, reducing preventable escalations by empowering agents with better SOPs, tooling, and clarity.
- Tooling Optimization: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight, identifying opportunities to automate repetitive tasks and improve agent experience.
- Support Efficiency & SLA Adherence: Streamline support processes and improve routing logic to reduce response and resolution times toward a Apply To This Job
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