Experienced Customer Support Leader – High-Growth Startup

At arenaflex, we're on a mission to revolutionize the way we connect with our customers, and we're looking for a talented and results-driven Customer Support Leader to join our team. As a key member of our customer-facing team, you'll be responsible for driving customer satisfaction, resolving complex issues, and leading a team of support agents to achieve exceptional results.

About arenaflex

arenaflex is a high-growth startup that's passionate about delivering exceptional customer experiences. We're a dynamic and innovative company that's always looking for ways to improve and adapt to the ever-changing needs of our customers. Our team is made up of talented individuals who are dedicated to making a difference, and we're excited to welcome a new Customer Support Leader to our family.

Job Summary

We're seeking an experienced Customer Support Leader who can lead our customer-facing team to achieve exceptional results. As a Customer Support Leader, you'll be responsible for managing ticket desk queues, scheduling ticket assignments, and monitoring agent KPIs. You'll also serve as a subject matter expert, analyze call, ticket, and chat data, and prepare reports as requested. If you're a motivated and results-driven individual who is passionate about customer service, we encourage you to apply for this exciting opportunity.

Responsibilities

As a Customer Support Leader at arenaflex, you'll be responsible for:

• Managing 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 to 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

Shifts

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. NOTE: This will be expanding from 9 am Eastern Time to 9 pm Eastern Time in the future.

About You

We're looking for a reliable, self-motivated individual with a passion for customer service. You should be cool under pressure and excellent at establishing rapport quickly, over the phone, with (mostly) senior citizens. You should be looking to join the arenaflex Family with many opportunities for advancement as you prove yourself. You should be excited about working at a high-growth startup, where things can (and do) change quickly, and you must adapt.

Qualifications

* 5+ years' experience in Customer Support, ideally in technical support

• 2+ years of experience managing a customer-facing team preferred
• Demonstrate 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

What We Offer

* Competitive salary for this role, plus comprehensive benefits

• Opportunities for advancement as you prove yourself
• A dynamic and innovative work environment
• Collaborative and supportive team
• Flexible scheduling
• Comprehensive training and development programs
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! To apply, please submit your resume, a 30-second screencast describing what we do, and your results from the Enneagram test. You should also write about a time when you made a subtle change within your team that had a large impact on the agent's KPIs. Apply To This Job

Note

We are mostly hiring outside of the US, paying $1,700-$2,500/month depending on experience. Apply for this job