Experienced Customer Support Supervisor – Team Leadership and Service Excellence in the i-Gaming Industry at arenaflex

Introduction to arenaflex arenaflex is a pioneering force in the i-gaming space, dedicated to delivering exceptional customer experiences across our two major sites. Our dynamic and fast-paced environment is built on a foundation of innovation, customer satisfaction, and user experience. As a leader in our field, we are committed to exceeding expectations and setting new standards for support excellence. We are now seeking an experienced Customer Support Supervisor to join our team and play a pivotal role in maintaining our reputation for top-notch support in the i-gaming community. Job Overview As the Customer Support Supervisor at arenaflex, you will be responsible for overseeing a team of customer support agents who handle inquiries for our two i-gaming sites. Your leadership will be instrumental in ensuring the highest service standards, managing technical escalations, and providing coaching and development to your team members. This role reports to the Head of Customer Support within our organization and offers a unique opportunity to make a significant impact on our customer support operations. Key Responsibilities Supervise and lead a team of customer support agents handling inquiries for two i-gaming sites, ensuring timely and effective resolution of issues. Manage technical escalations, providing coaching and development to team members to enhance their skills and knowledge. Monitor and analyze team performance metrics, implementing improvements as needed to maintain exceptional service delivery. Provide regular updates regarding the performance of team members and the team, including weekly, monthly, quarterly, and annual reports. Monitor and supervise ticketing and live chat systems (e.g., Zendesk, Intercom, Freshdesk, Crisp) to manage customer interactions and ensure seamless support experiences. Stay informed about the i-gaming community, including slang and internet culture, to better understand and address customer needs. Possess knowledge of cryptocurrency or demonstrate a willingness to learn, adapting to the evolving landscape of the i-gaming industry. Adapt to sudden changes in direction and handle unexpected challenges with agility, ensuring the continuity of exceptional support services. Be available during standard business hours in your region, with occasional weekend or night shifts as required, to ensure 24/7 support coverage. Maintain a strong focus on Customer Satisfaction and user experience, continuously seeking ways to improve service quality and exceed customer expectations. Qualifications and Requirements To be successful in this role, you will need to possess a unique blend of leadership, technical, and interpersonal skills. The essential qualifications and requirements for this position include: Proven experience as a direct leader, supervisor, or team lead in a support or service team, with a minimum of 4 direct reports. Experience managing technical escalations and coaching a team to enhance their skills and knowledge. Proficiency with ticketing and live chat systems such as Zendesk, Intercom, Freshdesk, or Crisp. Familiarity with the i-gaming space and its community, including slang and internet culture. Knowledge of cryptocurrency or a willingness to learn, with a strong desire to adapt to the evolving landscape of the i-gaming industry. Strong leadership, communication, and problem-solving skills, with the ability to work in a fast-paced, dynamic environment. Ability to handle sudden changes in direction and unexpected challenges with agility, ensuring the continuity of exceptional support services. Preferred Qualifications In addition to the essential qualifications, the following preferred qualifications will be considered an asset: Experience in the i-gaming or gaming industry, with a deep understanding of the community and its needs. Experience with cryptocurrency, with a strong knowledge of its applications and implications in the i-gaming industry. Experience managing a team in a remote or distributed environment, with a strong ability to communicate and collaborate with team members across different locations. Career Growth and Development Opportunities At arenaflex, we are committed to the growth and development of our team members. As a Customer Support Supervisor, you will have access to a range of career growth and development opportunities, including: Leadership development programs, designed to enhance your leadership skills and knowledge. Technical training and certification programs, designed to enhance your technical skills and knowledge. Coaching and mentoring programs, designed to provide you with personalized support and guidance. Opportunities for career advancement, with a range of roles and positions available across our organization. Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and fast-paced work environment, which is built on a foundation of innovation, customer satisfaction, and user experience. Our company culture is characterized by: A strong focus on Customer Satisfaction and user experience, with a commitment to exceeding customer expectations. A collaborative and supportive team environment, with a range of opportunities for communication and collaboration. A culture of continuous learning and development, with a range of training and development opportunities available. A flexible and remote work environment, with the opportunity to work from anywhere and at any time. Compensation and Benefits At arenaflex, we offer a competitive compensation and benefits package, which includes: A salary range of $65,000 - $85,000 per year, depending on experience and qualifications. Paid holidays and time off, with a range of opportunities for rest and relaxation. Full medical, dental, and vision insurance, with a range of options for health and wellness. Voluntary life insurance, with a range of options for financial protection and security. A fully remote work environment, with the opportunity to work from anywhere and at any time. Conclusion If you are a motivated and experienced customer support professional, with a passion for leadership and service excellence, we encourage you to apply for this exciting opportunity. As a Customer Support Supervisor at arenaflex, you will have the chance to make a significant impact on our customer support operations, while developing your skills and knowledge in a dynamic and fast-paced environment. Don't miss out on this opportunity to join our team and contribute to our mission of delivering exceptional customer experiences. Apply now and take the first step towards an exciting and rewarding career at arenaflex. Apply for this job