Experienced Customer Support Leader – Driving Customer Satisfaction and Team Excellence at arenaflex

At arenaflex, we're on a mission to revolutionize the way people interact with technology, and we're looking for a talented Customer Support Leader to join our team. As a key member of our customer-facing team, you'll be responsible for driving customer satisfaction, leading a team of support agents, and ensuring that our customers receive exceptional service. If you're a motivated and results-driven individual with a passion for customer service, we want to hear from you!

About arenaflex

arenaflex is a high-growth startup that's changing the way people communicate with each other. Our team is made up of bright, motivated, and talented individuals who are passionate about delivering exceptional customer experiences. We believe in flexibility and offer a hybrid work arrangement that allows you to balance your time between our remote office and home. Our company culture is built on a foundation of collaboration, innovation, and a commitment to excellence.

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

Essential Qualifications

* 5+ years' experience in Customer Support, ideally in technical support

• 2+ years of experience managing a customer-facing team preferred
• Demonstrate 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

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment

• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Excellent communication and interpersonal skills
• Experience with customer relationship management (CRM) software
• Experience with performance management and coaching

What We Offer

* A competitive salary of $1,700-$2,500/month, depending on experience

• Comprehensive benefits package
• Opportunity to work with a high-growth startup and contribute to its success
• Collaborative and dynamic work environment
• Flexible work arrangement, with the option to work from home or our remote office
• Ongoing training and development opportunities
• Recognition and rewards for outstanding performance

Work Environment and Culture

At arenaflex, we value a culture of collaboration, innovation, and excellence. Our team is made up of talented and motivated individuals who are passionate about delivering exceptional customer experiences. We believe in flexibility and offer a hybrid work arrangement that allows you to balance your time between our remote office and home. Our company culture is built on a foundation of:

• Collaboration: We believe in working together as a team to achieve our goals.
• Innovation: We encourage creativity and innovation in everything we do.
• Excellence: We strive for excellence in everything we do, from customer service to product development.
• Flexibility: We offer a hybrid work arrangement that allows you to balance your time between our remote office and home.

Shifts

We offer shifts from 40 hours a week, and we are currently open from 10 am Eastern Time to 7:00 pm Eastern Time, Monday through Sunday. NOTE: 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 want to hear from you! To apply, please submit your resume and a 30-second screencast describing what you do. You can capture your voice, video, and screen using free software from Loom, and then send the Loom link of your screencast with your application. Please also include your Enneagram results (your type, e.g., type 1, type 2, etc.) 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 To This Job Apply for this job