**Experienced Customer Experience Team Lead – Night Shift at arenaflex**
Join the Future of Commerce with arenaflex At arenaflex, we're revolutionizing the way people shop, connect, and discover new things. As the largest livestream shopping platform in North America and Europe, we're redefining e-commerce by blending community, shopping, and entertainment into a unique experience for our users. Our team is inspired by innovation and anchored in our values, which guide us in building a culture of collaboration, creativity, and growth. From fashion, beauty, and electronics to rare collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. We're not just a marketplace – we're a community that brings people together through commerce. And we're just getting started! As one of the fastest-growing marketplaces, we're looking for bold, forward-thinking problem solvers across all functional areas. **About the Role** The Customer Experience team at arenaflex is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail so they can best solve customer issues and provide critical user insights to the business. You'll take those insights and make arenaflex 1% better every day by partnering with cross-functional teams to fix gaps in our product or experience that negatively impact our customers. **Key Responsibilities:** * Lead team performance and drive results in team productivity, quality, and customer experience * Manage, coach, encourage, and be responsible for the performance and culture of a team of agents * Maintain functional knowledge of, and act as a subject matter expert of processes, product, and projects related to day-to-day operations * Drive accountability on policies and other guidelines * Create new and use existing reporting to identify areas to improve performance metrics and productivity * Build a culture of insights generation to improve product, process, experience, and overall business by reviewing Sigma & Zendesk metrics regularly * Identify and report on trends early and often * Partner with training and content to reinforce compliance with new launches, processes, and policies * Address and resolve critical issues from partners and other teams * Identify and call out areas of opportunity for arenaflex, helping improve or develop new processes to improve the user experience and business by understanding customer needs * Other ad-hoc project work as the business requires **Requirements:** * 5+ years of support operations experience managing support KPIs such as CSAT * A leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance * Driven operational excellence, quality improvements, and performance-managed multiple agents * Analytical and data-driven, with experience distilling large data sets to actionable insights * An owner, always looking for opportunities to better your work, team, product, or customer experience * Comfortable making tough decisions that balance the trade-off between quality and quantity * Knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets (Knowledge of SQL preferred) * Experience in startups, marketplaces, or e-commerce (preferred) * Worked within multichannel support operations (chat, email, sms, phone) * Familiarity with working with large, diverse customer support, and operations organizations (preferred) * The flexibility to occasionally work shifts, holidays, and outside of standard schedule **Benefits:** * Flexible Time off Policy and holiday pay for company-wide Holidays (including a spring and winter break) * Health Insurance options including Medical, Dental, Vision * Work From Home Support + Home office setup allowance + Monthly allowance for cell phone and internet * Care benefits + Monthly allowance for wellness + Annual allowance towards Childcare + Lifetime benefit for family planning, such as adoption or fertility expenses * Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally * Monthly allowance to dogfood the app * Parental Leave + 16 weeks of paid parental leave + one month gradual return to work **Equal Opportunity Employer** arenaflex is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to join our team at arenaflex. Apply for this job