Experienced Customer Support Lead – Delivering Exceptional Service at arenaflex
At arenaflex, we're a national leader in filing service of legal documents, with a proud history of innovation and excellence spanning over 30 years. Our team of 400 talented professionals is spread across multiple offices, with our headquarters and home base in Seattle. We're a dynamic organization that's constantly pushing the boundaries of what's possible in our industry, and we're looking for a seasoned Customer Support Lead to join our team. As a Customer Support Lead at arenaflex, you'll have the opportunity to lead a team of customer support representatives, ensuring that we deliver exceptional service to our clients. You'll be responsible for monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction. If you're a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences, we want to hear from you.
About arenaflex
arenaflex is a pioneering organization that's been at the forefront of the filing service of legal documents industry for over three decades. We've built a reputation for excellence, innovation, and customer satisfaction, and we're committed to continuing to push the boundaries of what's possible. Our team is passionate about delivering exceptional service, and we're looking for like-minded individuals to join our ranks.
Job Overview
The Customer Support Lead is a critical role that requires a unique blend of leadership, communication, and problem-solving skills. As a Customer Support Lead at arenaflex, you'll be responsible for leading a team of customer support representatives, ensuring that they meet performance standards and deliver exceptional service to our clients. You'll also be responsible for monitoring daily team operations, including customer interactions and ticket management, and for addressing and resolving complex or escalated customer issues and complaints.
Key Responsibilities
As a Customer Support Lead at arenaflex, your key responsibilities will include:
- Leading the customer support team by setting goals, assigning tasks, and ensuring team members meet performance standards
- Providing ongoing training, mentoring, and support to develop team members' skills and improve service quality
- Monitoring daily team operations, including customer interactions and ticket management
- Addressing and resolving complex or escalated customer issues and complaints
- Actively working with Specialists and Manager to reduce the time to close tickets and live chats
- Identifying and proposing solutions to issues with the Mobile App, Skye policies, and workflow procedures to reduce the number of incoming inquiries
- Continuously reviewing and analyzing current support processes to identify areas for improvement
- Generating regular reports on team performance, customer satisfaction, and issue resolution metrics
Qualifications
To be successful as a Customer Support Lead at arenaflex, you'll need to have:
- 1 year in a leadership and coaching experience (strongly preferred)
- 2 years customer service experience (required), with a call center environment being a strong preference
- The ability to communicate effectively in both verbal and written form
- Experience with conflict resolution and escalation handling
- Experience and proficiency with Microsoft Office
What We Offer
At arenaflex, we know that our employees are our greatest asset. That's why we offer a comprehensive benefits package that includes:
- Health, Dental, Vision insurance
- 401(k) with company matching
- Paid time off
- 11 paid company holidays each year
- Disability insurance
- Employee assistance program
- Referral program
Pay and Schedule
The salary for this role is $43,000 to $54,000, and the schedule is Monday to Friday, full-time, remote.
Why Join arenaflex?
At arenaflex, we're passionate about delivering exceptional service and creating a positive impact on our clients and our community. We're a dynamic organization that's constantly pushing the boundaries of what's possible, and we're looking for like-minded individuals to join our team. If you're a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences, we want to hear from you.
How to Apply
If you're interested in joining our team as a Customer Support Lead, please submit your application through our website. We can't wait to hear from you! Apply for this job