Experienced Full Stack Customer Operations Team Lead – Customer Retention and Service Excellence

At arenaflex, we're revolutionizing the way people move across borders by building financial products that accelerate their economic freedom. With a rapidly growing customer base, our Customer Operations team is expanding rapidly, and we're seeking a talented and experienced leader to join our team.

About arenaflex

We're a dynamic and innovative company that's passionate about creating a positive impact on people's lives. Our culture is built on a foundation of progress, collaboration, and experimentation. We encourage our team members to take ownership of their work, be bold in challenging the status quo, and share their ideas and expertise to solve complex problems. Our teams are organized into three tribes: Acquisition, Retention & Claims, and each tribe works cross-functionally to deliver exceptional results.

How we work

At arenaflex, we're proud of the culture we've created, and we're always looking for talented individuals who share our values and passion for innovation. We believe that autonomy and ownership are only possible with clear direction, which is why we collaborate to do in-depth planning twice a year and ensure that everyone has a voice and the opportunity to make an impact.

Join our Customer Operations team

Our Customer Operations team is the backbone of our business, supporting customers throughout their journey from purchasing their first policy to managing adjustments, financial queries, and renewals. We're committed to delivering exceptional customer care and retaining their loyalty, which is why we're looking for a talented and experienced leader to join our team.

Role Description

As an Experienced Full Stack Customer Operations Team Lead, you will be responsible for leading a team of up to 10 customer retention executives, driving performance to achieve our business goals. You will be proactive in reviewing processes and thinking of new and more efficient ways to tackle these. You will also be responsible for nurturing and developing a team of Customer Retention Executives, participating in the recruitment, induction, and development of staff, and building an excellent level of product knowledge to drive improvements in service quality.

Key Responsibilities

* Nurture and develop a team of Customer Retention Executives

• Participate in the recruitment, induction, and development of staff
• Build an excellent level of product knowledge and proactively drive improvements in service quality, leading to enhanced customer experience and business outcomes
• Suggest and support on process improvements/new initiatives across the department (and other departments) and facilitate team implementation where required
• Measure, analyse and report on team performance and take appropriate steps to improve that performance
• Ensure regulatory and business standards are met
• Guiding agents on soft skills to retain and grow our customer base

What you'll achieve in your first 12 months at arenaflex

* Leading the day-to-day operations of a growing team of executives and ensuring we are on track to hit our ambitious KPI targets

• Managing and coaching team members, and supporting them in the development of their knowledge and skills
• Contributing to the setting of the team's strategic goals, before initiating and overseeing changes that benefit our customers, teammates, and the company
• Reviewing processes and recommending changes to help us scale more efficiently than ever before. You'll also be conducting quality assurance reviews and highlighting missed opportunities/areas for improvement

Who you are

* Solid experience in a similar team leader role in a fast-changing contact centre environment is highly desirable

• With resilience and a bias for action, you'll love to work as part of a team
• Proactive mindset, always thinking of ways to improve a process
• The ability to inspire and nurture employees to ensure they achieve their potential
• Strong customer service mindset with commercial acumen
• Desire to grow and develop with the business

Essential experiences

* 5 years customer service experience with at least 1-2 years in a managerial position

• You've got experience leading a team and coaching those you manage to achieve their goals
• You've experienced first-hand what it's like to speak to customers
• Experience in hiring and scaling a team and an understanding of what good performance looks like
• Fluency in English

Perks of the job

* Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you!

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
• Mental wellbeing support – Access therapy and mental health sessions through Oliva
• Competitive bonus scheme – designed to reward and recognise high performance
• SZÉP card – Budget to spend on meals, leisure, and accommodation
• Sabbatical Leave – Get a 4-week fully paid sabbatical after being with us for 4 years
• Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office
• Medicover Blue package – An exclusive pass to top-notch healthcare services
• All You Can Move membership OR Monthly BKK pass – Unleashing your inner fitness guru or having a hassle-free commute – we've got you covered!

Our Process

We break it up into 3 stages: 1. Initial call with someone in the Talent team (30 mins) 2. A skill-based interview where you will discuss your previous experience etc. with someone from the Operations Leadership Team (1 hour) 3. A culture interview to check that your work style fits our processes and values (1 hour)

Everyone belongs at arenaflex

At arenaflex, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice, or bias. We encourage everyone to apply for our open roles, and we're working hard to build an inclusive culture that empowers our people to do their best work, have fun, and feel that they belong.

Recruitment privacy policy

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