Experienced Customer Support Leader – High-Growth Startup Opportunity
At arenaflex, we're on a mission to revolutionize the way we connect with our customers, and we're looking for a talented Customer Support Leader to join our team. As a key member of our customer-facing team, you'll be responsible for leading our support operations, driving customer satisfaction, and helping us achieve our ambitious growth goals.
About arenaflex
arenaflex is a high-growth startup that's passionate about delivering exceptional customer experiences. We're a remote-first company that values flexibility, innovation, and teamwork. Our team is made up of talented individuals from around the world, and we're committed to creating a work environment that's inclusive, supportive, and fun.
The Role
As our Customer Support Leader, you'll be responsible for leading our support team, managing our ticket desk queues, and ensuring that our customers receive the highest level of service. You'll work closely with our director to develop and implement strategies that drive customer satisfaction, reduce support tickets, and improve our overall customer experience.
Key Responsibilities
* Manage the ticket desk queues and schedule ticket assignments
- Manage the call queues, wait times, and call back response times
- Manage and monitor agent KPIs: ASA, AHT, and ACW
- Serve as the subject matter expert
- Analyze call, ticket, and chat data and prepare reports as requested
- Employee Scheduling
- Provide performance feedback and performance evaluations routinely
- Maintaining and adjusting agent training to exceed customer expectations to maximize FCR
- Handle customer escalations
- Enforcing, maintaining, and improving SOPs
- Ongoing agent coaching
- Managing upselling quotas
- Collaborate to proactively meet SLAs
- Maintain employee engagement
- Works closely with the director to ensure a high level of quality and service is maintained
- Other duties as assigned
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
Essential Skills and Competencies
* Strong leadership and management skills
- Excellent communication and interpersonal skills
- Ability to analyze data and make informed decisions
- Strong problem-solving and critical thinking skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Strong attention to detail and organizational skills
- Ability to work collaboratively with cross-functional teams
- Strong technical skills, including proficiency in Zendesk and Chargebee
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our team members grow and develop their careers. As a Customer Support Leader, you'll have opportunities to:
- Develop your leadership and management skills through training and mentorship programs
- Collaborate with our director to develop and implement strategies that drive customer satisfaction and growth
- Work closely with our product and engineering teams to identify and resolve technical issues
- Participate in our quarterly performance reviews and goal-setting process
- Enjoy a competitive salary and benefits package, including health insurance, paid time off, and a 401(k) matching program
Work Environment and Company Culture
At arenaflex, we're passionate about creating a work environment that's inclusive, supportive, and fun. Our team is made up of talented individuals from around the world, and we're committed to:
- Providing a remote-first work environment that allows our team members to work from anywhere
- Offering flexible scheduling and work arrangements to support our team members' needs
- Celebrating our team members' successes and milestones through regular recognition and rewards programs
- Providing ongoing training and development opportunities to help our team members grow and develop their careers
- Fostering a culture of innovation, creativity, and experimentation
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- A monthly salary of $1,700-$2,500, depending on experience
- Health insurance, including medical, dental, and vision coverage
- Paid time off, including vacation days, sick leave, and holidays
- A 401(k) matching program to help our team members save for retirement
- A comprehensive training and development program to help our team members grow and develop their careers
- A fun and inclusive work environment that's passionate about delivering exceptional customer experiences
How to Apply
If you're a motivated and experienced customer support professional who's passionate about delivering exceptional customer experiences, we'd love to hear from you. To apply, please submit your resume and a 30-second screencast describing what you do. You can find more information about our company culture and values at [www.arenaflex.com](http://www.arenaflex.com).
Additional Requirements
* Please read through the paragraphs at the website (takes 5 minutes) https://www.joshua.energy/enneagram and include your results (your type; eg. type 1, type 2, etc.) in your application.
- Please write about a time when you made a subtle change within your team that had a large impact on the agent's KPIs.
We can't wait to hear from you! Apply for this job