Experienced Customer Success Quality Assurance Manager – Driving Excellence in Customer Support

At arenaflex, we're revolutionizing the way people pay rent, making it more flexible, affordable, and convenient. As a growth-stage FinTech company, we're committed to empowering renters with the freedom to manage their finances on their own terms. We're now seeking a highly skilled and motivated Customer Success Quality Assurance Manager to join our team and help us achieve our mission.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the face of rent payment experiences. Our mission is to provide renters with the flexibility they need to manage their finances effectively. With a strong focus on customer satisfaction and loyalty, we're committed to delivering exceptional support services that meet the highest standards of quality.

Job Summary

As a Customer Success Quality Assurance Manager at arenaflex, you'll play a critical role in overseeing and improving the quality of our customer support services. Your primary goal will be to ensure that every customer interaction meets our company's standards for excellence, fostering customer satisfaction and loyalty. You'll be responsible for designing, implementing, and managing a comprehensive quality assurance program for customer support interactions, including email, chat, chatbot, phone, and other communication channels.

Key Responsibilities

* Review, update, and manage a comprehensive quality assurance program for customer support interactions, including email, chat, chatbot, phone, and any other communication channels.

• Manage quality for internal arenaflex Customer Success Teams
• Design and implement quality programs for AI tools such as chatbots and automations.
• Conduct ongoing monitoring and evaluation of customer success interactions to assess performance against established quality standards and KPIs
• Maintain a dynamic set of QA rubrics to measure performance
• Use AI QA software to review interactions, identify sentiment and quality issues, and take corrective action via QA process
• Closely work with CS management to help deliver coaching feedback focused on continuous improvement
• Working with BPO Training and QA managers to improve training and QA programs.
• Provide regular feedback via evaluations that CS managers can then use to provide coaching to customer success representatives, thereby improving agent performance, communication skills, and adherence to company policies and procedures
• Analyze QA data to identify trends, areas for improvement, and training needs. Provide insights and recommendations for process enhancements
• Generate regular reports on quality assurance results and share findings with management and the customer success team
• Collaborate with the customer success team and other relevant departments to implement process improvements based on QA findings
• Ensure that customer success representatives adhere to regulatory requirements, company policies, and industry best practices
• Monitor and analyze customer feedback, complaints, and survey data to identify opportunities for improving customer satisfaction and service quality

Qualifications

* Proven experience in quality assurance or quality control, with a focus on customer support interactions

• 3+ years of experience working as part of a high-volume B2C Customer Support Management team
• Strong analytical and problem-solving skills
• Excellent communication and coaching skills
• Knowledge of customer success best practices, industry standards, and regulations
• Proficiency in using quality assurance and monitoring tools and coaching platforms
• Ability to work collaboratively with cross-functional teams
• Strong attention to detail and a commitment to maintaining high-quality standards
• Previous management or leadership experience is a plus

What We Offer

* Competitive salary: $85,000-$105,000 in base salary, with individual compensation commensurate with experience

• Comprehensive benefits package, including 100% company-paid medical, dental, and vision, 401(k) + company stock options, and unlimited paid time off with a PTO minimum + 13 company-paid holidays
• Opportunity to work with a dynamic and innovative company that's changing the face of rent payment experiences
• Collaborative and inclusive work environment with a diverse team of highly intelligent, curious, determined, empathetic, and self-aware individuals
• Professional development opportunities, including training and coaching programs to help you grow and succeed in your role

Life at arenaflex

We're a growth-stage company that's committed to building an inclusive culture that values diversity, equity, and inclusion. Our HQ is located in New York City, but we have employees located throughout the US, Australia, and South America. We're growing quickly, but deliberately, with a focus on building a team that's passionate about making a difference in the lives of renters.

How to Apply

If you're a motivated and experienced Customer Success Quality Assurance Manager who's passionate about delivering exceptional customer support services, we want to hear from you! Please submit your application without delay. We're excited to hear from talented candidates like you who share our vision for revolutionizing the rent payment experience. Apply To This Job Apply for this job