Experienced Customer Support Team Lead – Driving Customer Obsession in arenaflex

At arenaflex, we're revolutionizing the $800B trucking industry with innovative payment products that help truckers save thousands of dollars on fuel while providing our fuel stop partners access to new customers. As a fast-growing marketplace business, we're seeking a customer-obsessed teammate to join our mission and lead our customer support team to deliver outstanding experiences to our incredible customers 24/7/365.

About arenaflex

arenaflex is a dynamic and forward-thinking company that's changing the game in the trucking industry. Our market-leading payment products have made a significant impact on the lives of truckers, and we're committed to continuing this momentum. As a customer support team lead, you'll be at the heart of our mission, guiding a team of passionate specialists to deliver world-class support to our customers.

Job Summary

As a Customer Support Team Lead at arenaflex, you'll play a vital role in shaping a world-class customer experience. You'll be responsible for guiding a team of customer support agents to deliver outstanding support to our customers, driving process improvements, and collaborating across teams to ensure seamless customer interactions. If you're passionate about making a real daily impact and love a fast-paced, dynamic environment, we'd love to have you on our team!

Key Responsibilities

* Be obsessed with improving the arenaflex customer experience, driving industry-leading customer satisfaction

• Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly
• Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets
• Monitor calls, emails, chats, and other customer-facing interactions for quality assurance and deliver frequent agent feedback
• Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity, and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experience
• Be an exemplary role model for the team, living out our values and modeling agent best practices
• Serve as a deep subject matter expert on the arenaflex product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability
• Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes

Experience

* 3+ years in a leadership or supervisory role directly managing and developing customer support agents

• 4+ years in remote customer support role within fintech or tech startup environments
• Bilingual: Fluency in both English and Spanish preferred
• Experience using customer support tools and platforms (e.g., Zendesk, Intercom, or similar ticketing system)
• Prior experience managing projects or process improvement initiatives
• A true passion for customers and delivering world-class service
• Outstanding communication skills, both verbal and written
• A clear vision of what excellence looks like, and you bring the experience to build it
• You're a natural leader who inspires and motivates those around you
• You're a builder who isn't satisfied with maintaining the status quo
• You are energetic, self-motivated, self-starting, and self-assured
• You are a multitasker with a high sense of urgency
• You love fast-paced environments with an "all hands on deck" approach
• You're humble and eager to learn with a no-task-too-small mindset
• You enjoy using your sleuthing skills to problem-solve on behalf of customers

Perks and Benefits

* A committed team on a mission to change a massive industry for the better

• A high bar for quality and commitment to self-improvement
• An open mind to new ideas and methodologies
• Competitive salary and benefit options
• Opportunities and support for major career growth

Compensation

The salary range for this role is $60,000 - $70,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation. This position may also be eligible for additional incentives such as equity awards or short-term incentives. Our benefits include medical/dental/vision insurance, 401(k) with company match, WFH stipend, and PTO.

Shifts

We're currently hiring for the following shifts:

• 5 days a week, 8 hours per shift: Sunday-Thursday - 4am-12pm PST/7am-3pm EST
• 5 days a week, 8 hours per shift: Tuesday-Saturday - 4am-12pm PST/7am-3pm EST

Company Culture

At arenaflex, we believe in a culture that's customer-obsessed, innovative, and collaborative. We're a team of passionate individuals who are committed to making a real impact in the trucking industry. Our core values are:

• Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do
• Make it Count: Act like an owner by focusing on the impact of your work
• Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates
• Sweat the Details: We keep our standards high and achieve them by paying attention to every detail
• Be Curious: Use a growth mindset to question assumptions, take calculated risks, and stretch the boundaries of what's possible

How to Apply

If you're passionate about delivering world-class customer experiences and love a fast-paced, dynamic environment, we'd love to have you on our team! Apply now to join our mission and become a part of the arenaflex team! Apply To This Job Apply for this job