Customer Service Team Lead - Remote

Join arenaflex, a leading marketing software company, as we continue to revolutionize the way small businesses market themselves. As a Customer Service Team Lead, you will play a pivotal role in shaping the customer experience and driving team success. If you're a natural problem solver with a passion for delivering exceptional customer service, we want to hear from you.

About arenaflex

arenaflex is a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. Our tools help these businesses build websites, send out content, and automate their marketing efforts. With over a decade of experience and a growing team of 300+ employees across the globe, we're committed to fostering a fast-paced, results-oriented culture that values collaboration, open communication, and a healthy work-life balance.

Our Commitment to Diversity, Equity, and Inclusion

At arenaflex, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to create an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we're continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products.

Our Employee Benefits

arenaflex is dedicated to providing a competitive benefits package that supports the well-being of our employees. Some of our benefits include:

• 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 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, facilitating training sessions, and maintaining a knowledge base. You'll also be expected to model and mentor team members to meet key performance indicators (KPIs), demonstrate flexibility, and exhibit patience, empathy, and understanding in all communications.

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 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.

Why Join arenaflex?

At arenaflex, we're committed to creating a dynamic, supportive environment that allows our employees to grow and succeed. We offer a range of benefits, including a generous paid holiday schedule, comprehensive paid time off policies, and a robust insurance plan. We're also proud to be an equal opportunity employer, committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you're a motivated and dedicated individual with a passion for delivering exceptional customer service, we want to hear from you. Join arenaflex today and be part of a team that's shaping the future of marketing software.

How to Apply

To apply for this exciting opportunity, please visit our website at [insert link]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact [email protected]. Apply for this job