At arenaflex, we're on a mission to revolutionize the way small businesses market themselves. With a growing community of over 40,000 customers, we're constantly innovating and improving our tools to help our users build better relationships with their clients. As a Customer Service Team Lead, you'll play a pivotal role in ensuring our customers receive exceptional support and experience the arenaflex difference.
**About arenaflex**
arenaflex is a marketing software company that's been serving small business owners for over a decade. Our team of 300+ employees is spread across the globe, and we're committed to fostering a fast-paced, results-oriented culture that values collaboration, open communication, and a healthy work-life balance. We believe in investing in motivated, successful individuals and watching them succeed both inside and outside of work.
**Our Commitment to Diversity, Equity, and Inclusion**
At arenaflex, we're dedicated to creating an environment that allows everyone to contribute to our mission in their unique ways. We believe that diversity propels innovation, and we're continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products. We're proud to be an equal opportunity employer and strive to provide a workplace that's inclusive and welcoming to all.
**Our Employee Benefits**
arenaflex is committed to being a top-tier employer, offering a comprehensive benefits package that includes:
* Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
* Comprehensive paid time off policies, including vacation, sick, parental, and bereavement leave
* Robust Insurance Plan, including medical, dental, vision, health savings account (HSA), flexible spending accounts (FSA), company-paid life insurance, accidental death & dismemberment (AD&D) coverage, short & long-term disability coverage, and employee assistance program (EAP)
* Matching 401(k) with immediate full vesting
* Employee Events Committee that plans fun in-person and virtual events
* On-demand pay, allowing access to a portion of your earned wages prior to payday with same-day deposit
* Internet & gym reimbursement
* Work computer equipment provided to help you succeed
**About the Role**
We're seeking a highly skilled and motivated Customer Service Team Lead to join our team. As a Team Lead, you'll be responsible for managing a team of Customer Service Representatives, handling complex escalations, and ensuring exceptional customer experiences. This role requires advanced problem-solving and critical thinking abilities, as well as exceptional communication and leadership skills.
**Primary Responsibilities & Expectations**
* Handle and resolve complex escalations with professionalism and efficiency
* Facilitate training sessions and knowledge updates for the team
* Update and maintain the knowledge base to ensure information is current
* Address complex customer service inquiries and provide solutions
* Perform spot checks on tickets and provide coaching to Customer Service Representatives
* Review backlogs and distribute tickets appropriately
* Model and mentor team members to meet Key Performance Indicators (KPIs), acting as a motivator and exemplar
* Demonstrate flexibility and a willingness to assist with any task
* Record and maintain detailed notes about interactions with customers
* Report bugs and issues on platforms to developers
* Collaborate and coordinate with internal departments to ensure client satisfaction
* Exhibit patience, empathy, and understanding in all communications
* Perform all other duties as assigned
**Skills and Qualifications**
* Demonstrated ability to go above and beyond, looking out for everyone around them and driving team success
* Strong teaching, mentoring, and motivational skills to guide the team through both easy and challenging situations
* Goal-oriented and driven, with the ability to execute tasks efficiently
* A strategic thinker who seeks long-term improvements in customer service processes
* Willingness to challenge the status quo and implement positive change through new processes and programs
* Capable of having tough conversations, turning difficult discussions into opportunities for improvement
* Skilled in de-escalating tense situations with clients, exhibiting true patience and empathy
* Excellent communication skills, both verbal and written
* Proactive problem solver with outstanding critical thinking skills
* Ability to learn quickly and adapt to changing environments
* Willingness to seek answers and ask questions when needed
* Ability to work proactively both individually and in a team environment
* Genuine passion for delivering exceptional customer service with every interaction, actively seeking opportunities to provide positive, memorable experiences
* Listens carefully and thoughtfully, working collaboratively to assist others in need
* Exhibits a caring, positive, and cheerful attitude; is adaptable, positive, and supportive, even during stressful situations
* A self-directed learner with a commitment to continuous improvement
* Proficiency and fluency in speaking, understanding, reading, and writing English
* Must be able to type 50+ words per minute
**Compensation**
This position offers a competitive salary range of $35,000 to $45,000, depending on experience and performance, through a combination of wages and monthly performance incentives.
**How to Apply**
If you're a motivated and customer-focused individual who thrives in a dynamic environment, we'd love to hear from you. Apply now and join our team of dedicated professionals who are passionate about delivering exceptional customer experiences.
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