Strategic Customer Support Team Lead – Build, Scale, and Elevate Digital Banking CX Operations at arenaflex
Why arenaflex? Your Next Great Career Destination
In an era where technology reshapes every facet of daily life, arenaflex stands at the forefront of redefining financial services for millions across Southeast Asia. By fusing cutting‑edge digital platforms with a deep commitment to financial inclusion, arenaflex creates banking experiences that are not only convenient but also empowering. Our mission is to nurture healthy saving and investment habits across generations, turning everyday financial transactions into opportunities for growth and security. If you thrive in a fast‑moving, purpose‑driven environment, joining arenaflex means you’ll be part of a visionary team that puts people first, embraces innovation, and celebrates results.
Role Overview – Lead the Customer Support Revolution
As the Customer Support Team Lead within the Customer Experience (CX) function, you will own the end‑to‑end strategy, design, and execution of arenaflex’s off‑site support operations. Reporting directly to the Head of Customer Support, you will build a high‑performing team from the ground up—defining processes, crafting the operational playbook, establishing technology platforms, and setting performance standards that deliver the “wow” moments our customers deserve. This is a rare opportunity to shape a brand‑new, world‑class support centre that scales with our rapid growth while championing a culture of empathy, excellence, and continuous improvement.
Key Responsibilities
Customer Support Offsite Team Setup
- Architect and launch the entire customer support unit, from staffing and workspace design to technology stack selection.
- Develop a strategic roadmap that outlines Day‑One service experiences and long‑term expansion plans, including channel‑specific SLAs, success metrics, and scalability models.
- Produce a comprehensive operational manual covering risk controls, frontline scorecards, quality assurance frameworks, and training curricula.
- Define and document end‑to‑end processes, system requirements (CRM, omnichannel platform), and capacity‑planning models to ensure flawless service delivery.
Operational Excellence & Governance
- Lead the planning, execution, and continuous optimization of arenaflex’s Customer Experience Operations on a daily basis.
- Act as the custodian of the customer journey, guaranteeing consistent, exceptional service across all touchpoints.
- Own escalation handling, trend analysis, and proactive risk mitigation to safeguard brand reputation.
- Identify opportunities for automation and workflow enhancements, driving efficiency without compromising quality.
- Maintain rigorous oversight of operational risk, compliance, and governance standards.
Performance Management & Metrics
- Establish, track, and own core CS metrics—contact volume, average handling time, first‑contact resolution, satisfaction scores, NPS, and more.
- Set ambitious yet achievable service level targets while managing cost structures and revenue impact.
- Partner with team leads to monitor performance, coach improvement, and achieve continuous service excellence.
- Develop resourcing models that align staffing levels with fluctuating demand patterns.
Team Leadership & Development
- Recruit, onboard, and retain top‑tier Customer Experience executives across live chat, voice, email, and social channels.
- Mentor team leads, provide day‑to‑day coaching, and foster a culture of empowerment and accountability.
- Design and deliver ongoing learning programs that boost product knowledge, technical skills, and soft‑skill competencies.
- Champion employee engagement initiatives that drive morale, reduce turnover, and strengthen team cohesion.
Continuous Improvement & Innovation
- Build strong partnerships with broader arenaflex digital banking teams to embed a customer‑centric mindset organization‑wide.
- Collaborate with CX leads in Process & Service Excellence, Analytics, and Product to translate frontline insights into strategic initiatives.
- Work closely with technology partners to ensure platform enhancements meet operational needs and future‑proof the support ecosystem.
Essential Qualifications & Experience
- 8‑10 + years of progressive experience in contact centre or customer service operations within the financial services sector or digitally native enterprises.
- Minimum 8 years of supervisory or managerial experience leading large, multi‑channel support teams.
- Proven track record of designing and executing large‑scale contact centre transformation projects, including BPO assessments and in‑house versus outsourced feasibility studies.
- Demonstrated expertise in at least two of the following domains: CS Operations, Workforce Management, Quality & Training, Compliance, Operational Risk.
- Hands‑on familiarity with leading CX platforms and contact centre technologies (e.g., Salesforce, NICE, Avaya, or equivalents).
- Strong coaching, mentoring, and talent‑development capabilities across diverse skill levels.
- Outstanding negotiation, conflict‑resolution, and stakeholder‑management abilities.
- Design Thinking or Human‑Centered Design certification is highly desirable.
- Bachelor’s degree in Business Administration, Information Systems, or a related discipline (advanced degree a plus).
Desired Personal Attributes
- Strategic thinker with a proactive, resourceful, and technology‑savvy mindset.
- Passion for operational excellence and a relentless customer‑first orientation.
- Proven ability to build, inspire, and lead high‑performing, diverse teams.
- Inspirational leadership style that cultivates collaboration, continuous learning, and psychological safety.
- Exceptional communicator capable of translating complex concepts into clear, actionable messages for internal and external audiences.
- Growth‑mindset champion with agile learning ability and strong business acumen.
- Analytical rigor, quantitative fluency, and a track record of turning data into actionable insights.
Career Growth & Learning Opportunities at arenaflex
Joining arenaflex means entering a dynamic ecosystem where career trajectories are accelerated by mentorship, cross‑functional exposure, and a culture that rewards innovation. As the Customer Support Team Lead, you will:
- Be positioned to influence corporate strategy by shaping the core customer experience of a fast‑growing digital bank.
- Access a robust learning budget for certifications, workshops, and industry conferences—including Design Thinking, Agile Leadership, and Advanced CX Analytics.
- Collaborate directly with senior executives, product owners, and technology architects, gaining visibility across the organization.
- Transition into broader CX leadership roles, operational strategy positions, or regional headcount responsibilities as the business expands.
Work Environment & Culture
At arenaflex, we celebrate a vibrant, inclusive workplace where ideas flow freely and every voice matters. Our shared service centre is designed for flexibility—offering hybrid work arrangements, state‑of‑the‑art collaboration spaces, and tools that empower remote teamwork. We invest heavily in employee wellbeing, providing:
- Comprehensive health and wellness programmes, including mental‑health resources and fitness allowances.
- Generous paid time off, parental leave, and flexible scheduling to support work‑life harmony.
- Employee Resource Groups (ERGs) that foster community around diversity, sustainability, and innovation.
- Recognition platforms that celebrate milestones, outstanding performance, and innovative ideas.
Compensation, Perks & Benefits (General Overview)
arenaflex offers a competitive total rewards package aligned with market standards for senior CX leadership. While specifics will be discussed during the interview process, candidates can expect:
- Base salary positioned at the top quartile of industry benchmarks.
- Performance‑based annual bonus tied to measurable CX outcomes and operational targets.
- Equity participation or stock‑option plans that align personal success with company growth.
- Comprehensive medical, dental, and vision coverage for employees and dependents.
- Retirement savings plan with employer matching contributions.
- Professional development stipend, tuition assistance, and certification reimbursements.
- Technology allowance for home‑office setup, mobile devices, and connectivity.
Ready to Lead the Future of Digital Banking Support?
If you are excited by the prospect of building a world‑class support organisation from the ground up, shaping unforgettable customer experiences, and leading a passionate team toward operational brilliance, arenaflex wants to hear from you. Bring your strategic vision, leadership grit, and customer‑centric heart to a company that’s rewriting the rules of finance for an entire region.