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!
Apply Now
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!
Apply Now