**Experienced Customer Support Leader – High-Growth Startup Opportunity at arenaflex**

At arenaflex, we're on a mission to revolutionize the way people connect with each other, 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 fostering a culture of excellence within our organization. **About arenaflex** arenaflex is a high-growth startup that's passionate about delivering exceptional customer experiences. We're a dynamic and innovative company that's always looking for ways to improve and adapt to the ever-changing needs of our customers. Our team is made up of talented individuals who are dedicated to making a difference in the lives of our customers, and we're excited to welcome a new Customer Support Leader to our family. **The Role** As our Customer Support Leader, you'll be responsible for leading our customer support team, managing ticket desk queues, scheduling ticket assignments, and monitoring agent performance. You'll also be responsible for analyzing call, ticket, and chat data, preparing reports, and providing performance feedback and evaluations. Additionally, you'll work closely with our director to ensure a high level of quality and service is maintained. **Key Responsibilities** * Manage ticket desk queues and scheduling ticket assignments * Manage call queues, wait times, and call back response times * Monitor and analyze agent KPIs: ASA, AHT, and ACW * Serve as subject matter expert * Analyze call, ticket, and chat data and prepare reports as requested * Employee Scheduling * Provide performance feedback and performance evaluations routinely * Maintain and adjust agent training to exceed customer expectations to maximize FCR * Handle customer escalations * Enforce, maintain, and improve SOPs * Ongoing agent coaching * Manage upselling quotas * Collaborate to proactively meet SLAs * Maintain employee engagement * Work closely with the director to ensure a high level of quality and service is maintained * Other duties as assigned **Shifts** We offer shifts from 40 hours a week, and we are currently open from 10 am Eastern Time to 7:00 pm Eastern Time, Monday through Sunday. NOTE: This will be expanding from 9 am Eastern Time to 9 pm Eastern Time in the future. **About You** We're looking for a reliable, self-motivated individual with a passion for customer service. You should be cool under pressure, excellent at establishing rapport quickly, and have strong written and verbal communication skills. You should also be quick on your feet, lead from the trenches, and be a leader who loves being part of a team. **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 **What We Offer** * Competitive salary: $1,700-$2,500/month depending on experience * Opportunities for advancement as you prove yourself * A dynamic and innovative work environment * Collaborative and supportive team * Flexible scheduling to meet your needs * Ongoing training and development opportunities * Comprehensive benefits package **How to Apply** To apply for this exciting opportunity, please submit your resume and a 30-second screencast describing what you do. You can capture your voice, video, and screen using free software from Loom, and then send the Loom link with your application. Please also read through the paragraphs at the website (takes 5 minutes) and include your results (your type; eg. type 1, type 2, etc.) in your application. Finally, write about a time when you made a subtle change within your team that had a large impact on the agent's KPIs. Apply Job! **Join the arenaflex Family** At arenaflex, we're passionate about delivering exceptional customer experiences and fostering a culture of excellence within our organization. If you're a motivated and customer-focused individual who is looking for a new challenge, we'd love to hear from you. Apply now to join our team and be part of our mission to revolutionize the way people connect with each other. Apply for this job