**Experienced Customer Success Quality Assurance Manager – Enhancing Customer Experience at arenaflex**

At arenaflex, we're revolutionizing the way people pay rent by providing a flexible and user-friendly experience. As a growth-stage FinTech company, we're committed to empowering renters with the freedom to manage their finances on their own terms. Our mission is to make paying rent a seamless and stress-free process, and we're looking for a talented Customer Success Quality Assurance Manager to join our team. **About arenaflex** arenaflex is a NYC-headquartered FinTech company that's changing the game when it comes to rent payments. We're passionate about creating a world where renters can pay rent on their own schedule, without the hassle and expense of traditional payment methods. With unprecedented investor support and an enthusiastic user base, we're growing rapidly and looking for motivated individuals to help us achieve our mission. **Job Summary** As a Customer Success Quality Assurance Manager at arenaflex, you'll be responsible for overseeing and improving the quality of our customer support services. Your main goal will be to ensure that every customer interaction is in line with our company's standards for excellence, fostering customer satisfaction and loyalty. You'll own the end-to-end QA program at arenaflex, including BPO oversight and internal CS quality assurance. This role will be an active member of the CS management team, contributing to the innovation and continuous improvement of our Customer Success function. **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 **Why Join arenaflex?** * Competitive pay: $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 inclusive team, with a focus on building an equal opportunity workplace * Professional growth and development opportunities, with a commitment to continuous learning and improvement * Flexible work environment, with the option to work remotely or in our NYC HQ * Access to cutting-edge technology and tools, with a focus on innovation and continuous improvement **Life at arenaflex** We're a diverse team of highly intelligent, curious, determined, empathetic, and self-aware individuals, working together to achieve our mission. 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 an inclusive culture. Our team has incredible perspectives to share, and we take great pride in being an equal opportunity workplace. **How to Apply** If you're passionate about customer success and quality assurance, and want to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Apply Now** Apply Job! Apply for this job