Experienced Customer Support Supervisor – Starlink Weekend Nights

At arenaflex, we're revolutionizing the way people connect with the world. Our cutting-edge technology, Starlink, is providing high-speed, low-latency satellite internet to even the most remote and rural locations worldwide. As a leader in the industry, we're seeking a dynamic and experienced Supervisor to join our Customer Support team and help us deliver exceptional customer experiences.

About arenaflex

arenaflex is a pioneering company that's pushing the boundaries of space exploration and technology. Founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not, we're actively developing the technologies to make this possible. With the ultimate goal of enabling human life on Mars, we're committed to innovation, excellence, and customer satisfaction.

Job Summary

We're looking for a seasoned Customer Support Supervisor to lead our team of customer support agents on weekend nights. As a Supervisor, you'll be responsible for empowering and motivating your team, ensuring they're aligned with our organizational values and committed to delivering outstanding customer experiences. You'll drive process improvements, cultivate a culture of excellence, and serve as a liaison between the customer support team and other departments.

Responsibilities

As a Customer Support Supervisor, you'll be responsible for:

• Supervising and leading a team of customer support agents, providing excellent coaching, training, and performance evaluations.
• Owning the development of direct reports to enhance employee skills and career growth, ensuring alignment with organizational goals and objectives.
• Establishing clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success.
• Leading by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results.
• Monitoring customer interactions to ensure quality service and adherence to company policies and procedures.
• Handling escalated customer issues and complaints, providing resolution and maintaining customer satisfaction.
• Identifying opportunities for process improvements and implementing changes to enhance efficiency and customer experience.
• Collaborating with other departments to streamline processes and improve service delivery.
• Analyzing customer support metrics and preparing reports on team performance, customer satisfaction, and service levels.
• Using data to root cause, identify trends, and develop action plans to address them.
• Actively listening and incorporating the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements.
• Serving as a liaison between the customer support team and other departments, ensuring clear communication and collaboration.
• Keeping the team informed of updates, changes, and new policies, managing the change and communication of the change.
• Delivering training programs to enhance the skills and knowledge of the customer support team.
• Fostering a positive and motivating team environment.

Essential Qualifications

* Bachelor's degree or 4+ years of professional experience in a customer service or customer success function in lieu of a degree.

• 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of arenaflex customer support operations experience as a lead.

Preferred Skills and Experience

* 2+ years in synchronous (phone/chat/instant messaging) customer support operations.

• Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management.
• Strong problem-solving skills and the ability to make quick, effective decisions.
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
• Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms).
• Lean/6-Sigma/Kaizan experience (Green/Black Belt certifications).
• Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.
• Ability to quickly learn and apply new technologies.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.

Additional Requirements

* Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.

• This is NOT a remote position and would require relocation if not local to the Bastrop, TX area.
• Must be available for the following shift:

+ 4th Shift: Sat - Wed 3:30pm - 2:00am

ITAR Requirements

* To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status. Applicants wishing to view a copy of arenaflex’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [email protected].

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through the link below: Apply Job! Apply to this Job Apply for this job