Experienced Customer Support Leader – Team Management, Customer Experience, and Process Optimization Expert

Welcome to arenaflex

arenaflex is a high-growth startup that is revolutionizing the way we approach customer service. We're on a mission to provide exceptional support to our customers, and we're looking for a talented and experienced Customer Support Leader to join our team. As a leader in our customer support team, you will be responsible for managing a team of customer-facing agents, ensuring that our customers receive the best possible experience, and driving process improvements to maximize efficiency and effectiveness.

About the Role

We're looking for a reliable, self-motivated, and passionate customer service professional who is cool under pressure and excellent at establishing rapport quickly with our customers, mostly senior citizens. As a Customer Support Leader at arenaflex, you will be responsible for managing the ticket desk queues, scheduling ticket assignments, and managing call queues, wait times, and call back response times. You will also serve as a subject matter expert, analyzing call, ticket, and chat data, and preparing reports as requested.

Key Responsibilities

• Managing the ticket desk queues and scheduling ticket assignments
• Managing call queues, wait times, and call back response times
• Managing and monitoring agent KPIs: ASA, AHT, and ACW
• Serving as a 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 and 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

About You

To be successful in this role, you should have:

• 5+ years of experience in customer support, ideally in technical support
• 2+ years of experience managing a customer-facing team preferred
• Demonstrated 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

Essential Qualifications

In addition to the above responsibilities and requirements, the ideal candidate will have:

• A strong passion for customer service and a desire to constantly improve the customer experience
• Excellent written and verbal communication skills
• Strong leadership and team management skills
• Ability to work in a fast-paced environment and adapt to changing circumstances
• Strong analytical and problem-solving skills
• Ability to prioritize and manage multiple tasks and projects simultaneously

What We Offer

At arenaflex, we offer a competitive salary range of $1,700-$2,500 per month, depending on experience. We also offer a range of benefits, including:

• Opportunities for advancement and professional growth
• A dynamic and supportive work environment
• Flexible scheduling and remote work options
• Access to cutting-edge technology and tools
• A comprehensive training program to help you succeed in your role

Shifts and Scheduling

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. Please note that this will be expanding from 9 am Eastern Time to 9 pm Eastern Time in the future.

How to Apply

To apply for this exciting opportunity, please follow these steps:

• Send your resume via the link below
• Visit www.arenaflex.com and send a 30-second screencast describing what we do. You can use free software from www.loom.com to capture your voice, video, and screen.
• Read through the paragraphs at https://www.joshua.energy/enneagram and include your results (your type; e.g. type 1, type 2, etc.) in your application
• Write about a time when you made a subtle change within your team that had a large impact on the agent's KPIs

Conclusion

At arenaflex, we're committed to providing exceptional customer service and creating a positive and supportive work environment. If you're a motivated and passionate customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Join our team and help us revolutionize the way we approach customer service.

Don't miss out on this opportunity to join a high-growth startup and take your career to the next level. Apply now and become a part of the arenaflex team!