At arenaflex, we're not just a company – we're a community that's passionate about delivering exceptional customer experiences. As a Senior Manager, Customer Care on our Partner and Customer Service team, you'll play a vital role in shaping the future of customer service and driving business growth. If you're a dynamic leader with a passion for innovation and a commitment to excellence, we want to hear from you.
**About arenaflex**
arenaflex is a leader in the customer service industry, known for our commitment to developing extraordinary leaders who share our passion for delivering exceptional experiences. Our mission is to create a culture that's grounded in our values of empathy, inclusivity, and innovation. We believe that by putting our customers at the heart of everything we do, we can build a better world – one cup at a time.
**Job Summary**
We're seeking a seasoned leader to join our Partner and Customer Service team as a Senior Manager, Customer Care. This role will require you to lead and support a team of experienced professionals in resolving escalated customer service issues, managing executive escalations, and developing social care strategies. You'll also be responsible for generating insights and collaborating with internal and external stakeholders to drive short- and long-term strategies and foster continuous improvement.
**Key Responsibilities**
As a Senior Manager, Customer Care, you'll have the following key responsibilities:
* **Model leadership behaviors**: Demonstrate leadership behaviors that are grounded in arenaflex's Mission and Values, providing coaching, feedback, and developmental opportunities to partners, and building effective teams.
* **Manage and develop processes**: Develop and implement new processes to address escalations and highly visible mentions, providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
* **Support social customer care strategy**: Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media, and addressing important mentions in real-time through documentation.
* **Perform research and analysis**: Conduct research, listening, and performance analysis to inform strategies and storytelling insights through data, collaborating and establishing partnerships with support and business units to continuously innovate and redesign processes to better serve customers and partners.
**We'd Love to Hear From People With**
* **Bachelor's degree or significant relevant experience**: A degree in a relevant field or significant relevant experience in customer service, leadership, or a related field.
* **Professional experience managing branded channels**: 5+ years of experience managing branded channels across multiple social media platforms.
* **Leadership experience**: 5+ years of experience managing successful teams, leading cross-functional initiatives, and driving change management.
* **Strong organizational planning and development**: Demonstrated history of delivering innovative solutions, facilitating root cause analysis, and driving solutions to complex problems.
* **Data analysis and reporting**: Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects and activities, and strong reporting skills to clearly summarize data into MBR reports.
* **Collaboration and leadership**: Strong awareness of emerging trends, ability to analyze data to provide actionable insights, and ability to galvanize, lead, and inspire cross-functional teams.
**Benefits and Perks**
As a Senior Manager, Customer Care at arenaflex, you'll enjoy a comprehensive compensation and benefits package, including:
* **Competitive pay**: A competitive salary and bonus structure.
* **Benefits**: 100% tuition coverage through our arenaflex College Achievement Plan, health coverage with a variety of plans to choose from, and stock & savings programs like our equity reward program, Bean Stock.
* **Flexible scheduling**: Flexible scheduling and opportunities for paid time off.
* **Hybrid work**: Eligible for hybrid work in the greater Seattle area, with the option to work remotely up to two days per week.
**Join Our Community**
If you're a dynamic leader with a passion for innovation and a commitment to excellence, we want to hear from you. Apply today and join our community of extraordinary leaders who are shaping the future of customer service.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.
**Accommodations**
Qualified applicants with disabilities will be considered for employment in a manner consistent with all federal, state, and local ordinances. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation.
Apply Job!
Apply for this job