Experienced Customer Support Leader – Hybrid Role with 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 hybrid role, you'll have the flexibility to balance your time between our remote office and home, working with a team of bright and motivated individuals who share your passion for delivering exceptional customer experiences.

About arenaflex

arenaflex is a high-growth startup that's changing the game in the tech industry. We're a company that values innovation, collaboration, and customer satisfaction above all else. Our team is made up of passionate individuals who are dedicated to making a difference in the lives of our customers. If you're looking for a challenging and rewarding career opportunity, we invite you to join our community.

Key Responsibilities

As a Customer Support Leader at arenaflex, you'll be responsible for leading a team of customer-facing agents, ensuring that our customers receive the highest level of service and support. Your key responsibilities will include:

• Managing ticket desk queues and scheduling ticket assignments
• Managing call queues, wait times, and call back response times
• Managing and monitoring agent KPIs, including ASA, AHT, and ACW
• Serving as a subject matter expert and providing guidance to agents
• Analyzing call, ticket, and chat data to prepare reports and identify areas for improvement
• Employee scheduling and performance management
• Providing performance feedback and performance evaluations
• Maintaining and adjusting agent training to exceed customer expectations
• Handling customer escalations and enforcing SOPs
• Collaborating with the director to ensure high-quality service and quality control
• Other duties as assigned

Essential Qualifications

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

• 5+ years of 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 meet deadlines and execute tasks efficiently
• Personable and motivational personality
• Zendesk experience (preferred)
• Chargebee experience (preferred)

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• Experience with employee scheduling and performance management
• Knowledge of customer service metrics and KPIs
• Experience with call center software and tools
• Strong analytical and problem-solving skills

What We Offer

As a Customer Support Leader at arenaflex, you'll enjoy a competitive salary, comprehensive benefits, and opportunities for career growth and development. You'll also have the flexibility to work from home or our remote office, depending on your needs. Our company culture values work-life balance, collaboration, and innovation, and we're committed to creating a positive and supportive work environment.

Shifts and Availability

We offer shifts from 40 hours a week, with the option to work from 10 am Eastern Time to 7:00 pm Eastern Time, Monday through Sunday. In the future, we'll be expanding our hours to include shifts from 9 am Eastern Time to 9 pm Eastern Time. We're flexible and willing to work with you to find a schedule that suits your needs.

How to Apply

If you're a motivated individual with a passion for customer service, we encourage you to apply now! To apply, please submit your resume and a 30-second screencast describing what you do. You can use the free software from Loom to capture your voice, video, and screen. Please also include your Enneagram results (type, e.g., type 1, type 2, etc.) and a brief description of a time when you made a subtle change within your team that had a large impact on the agent's KPIs.

Ready to Join the arenaflex Team?

We're excited to review your application and look forward to hearing from you! Apply now to join our team of passionate and dedicated individuals who are committed to delivering exceptional customer experiences. Apply To This Job Apply for this job