Experienced Customer Support Leader – Global Operations and Team Management
At arenaflex, we're on a mission to revolutionize the way people connect and communicate. As a Customer Support Leader, you'll play a vital role in shaping the customer experience and driving growth for our high-growth startup. If you're a passionate, results-driven leader with a knack for customer service, we want to hear from you.
About arenaflex
arenaflex is a dynamic and innovative company that's changing the face of customer support. We're a global organization with a presence in multiple countries, and we're committed to delivering exceptional service to our customers. Our team is made up of talented individuals who are passionate about making a difference, and we're looking for like-minded professionals to join our ranks.
The Role
As a Customer Support Leader at arenaflex, you'll be responsible for managing our global customer support operations, leading a team of customer support agents, and driving business growth through exceptional customer service. You'll work closely with our director to ensure that our customers receive the highest level of quality and service, and you'll be responsible for analyzing data, preparing reports, and making recommendations to improve our customer support processes.
Key Responsibilities
* Manage ticket desk queues and scheduling ticket assignments
- Manage call queues, wait times, and call back response times
- Monitor and manage agent KPIs: ASA, AHT, and ACW
- Serve as subject matter expert and provide guidance to agents
- Analyze call, ticket, and chat data and prepare reports as requested
- Manage employee scheduling and ensure adequate staffing levels
- Provide performance feedback and performance evaluations routinely
- Maintain and adjust agent training to exceed customer expectations and maximize FCR
- Handle customer escalations and resolve issues promptly
- Enforce, maintain, and improve SOPs
- Provide ongoing agent coaching and development opportunities
- Manage upselling quotas and collaborate with the director to meet SLAs
- Maintain employee engagement and morale
- Work closely with the director to ensure a high level of quality and service is maintained
Essential Qualifications
* 5+ years' 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 and prioritize tasks
- Ability to execute and meet deadlines
- Personable and motivational personality
- Zendesk experience preferred
- Chargebee experience preferred
Preferred Qualifications
* Experience working in a high-growth startup environment
- Experience managing a global team
- Experience with data analysis and reporting
- Experience with employee scheduling and staffing management
What We Offer
* Competitive salary: $1,700-$2,500/month depending on experience
- Opportunity for career growth and advancement
- Collaborative and dynamic work environment
- Flexible scheduling and remote work options
- Comprehensive benefits package
- Ongoing training and development opportunities
- Recognition and rewards for outstanding performance
Work Environment and Culture
* arenaflex is a remote-first company with a global presence
- We offer flexible scheduling and remote work options to accommodate different time zones and work styles
- Our team is made up of talented individuals from diverse backgrounds and industries
- We prioritize collaboration, innovation, and customer-centricity in everything we do
- We're committed to creating a positive and inclusive work environment that supports the well-being and growth of our employees
How to Apply
If you're a motivated and results-driven leader 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 with your application. Please also read through the paragraphs at the Enneagram website and include your results (your type, e.g., type 1, type 2, etc.) in your application. Finally, write about a time when you made a subtle change within your team that had a large impact on the agent's KPIs. Apply Job!
Note:
We're an equal opportunities employer and welcome applications from diverse candidates. We're committed to creating a positive and inclusive work environment that supports the well-being and growth of our employees. Apply for this job