Experienced Team Lead, Customer Content Services – North America Overnight Operations

At arenaflex, we're committed to delivering exceptional customer experiences that drive long-term success. As a Team Lead in our Customer Content Services team, you'll play a pivotal role in shaping the quality of service our clients receive. If you're a passionate leader with a knack for problem-solving, technical expertise, and a drive to excel in a fast-paced environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for the modern business landscape. Our cutting-edge products and services empower organizations to connect with their audiences, drive growth, and stay ahead of the competition. As a key player in the industry, we're dedicated to fostering a culture of excellence, collaboration, and continuous learning.

Job Summary

As a Team Lead in our North America Overnight Operations, you'll be responsible for providing internal advisory-level consulting expertise to our team of content editors, as well as second-level external escalation support to our clients. You'll work closely with our editors to ensure timely delivery of client content, manage workflow, and provide world-class customer service. Your expertise will be invaluable in driving team performance, client satisfaction, and long-term success.

Key Responsibilities

• Product Expertise: Develop and maintain in-depth knowledge of arenaflex's products, services, procedures, and guidelines. Communicate this expertise to team members, ensuring seamless execution and exceptional client experiences.

• Team Performance: Ensure the Distribution team meets arenaflex's, its customers', and its employees' needs. Motivate the team to consistently improve performance, driving excellence in every interaction.
• Workflow Management: Prioritize timely copy, assign tasks to team members as needed, and stage, process, and QA critical and timely copy to ensure seamless delivery.
• Customer Service: Provide world-class customer service in every interaction, driving optimal team performance and client satisfaction.
• Issue Resolution: Demonstrate ownership and ability to follow issues to resolution, ensuring client satisfaction and team success.
• Client Escalations: Assist in owning and handling client escalations, providing timely and effective solutions.
• Training and Development: Assist management in facilitating necessary training and process adjustments to fully align the North America overnight team. Provide coaching and development opportunities to team members, improving departmental processes and individual performance.
• Shift Scheduling: Assist management in scheduling and organizing shifts based on workflow and customer contact trends. Cover critical or emergency shifts as necessary, ensuring seamless operations.
• Internal Resources: Support the development of product manuals, FAQs, and other internal editorial resources. Liaise with Product teams, Development, Quality Assurance, Technical Operations, and other departments as needed.
• Relationship Building: Build relationships with teams and departments with which Distribution interacts, driving collaboration and excellence in every interaction.
• First-Level Escalations: Handle first-level escalations sent to CCS leadership team(s), providing timely and effective solutions.
• Technical Support: Handle Tech Support queries, liaising with OnlineContent, DFS teams, and other departments as needed.

Qualifications

• Leadership Experience: Previous leadership role experience preferred, with a proven track record of driving team performance and client satisfaction.

• Product Knowledge: In-depth knowledge across all arenaflex Distribution platforms required.
• Reliability: Proven reliability, with a strong work ethic and ability to work well in a high-pressure environment.
• Communication Skills: Excellent communication (written and verbal) skills, with the ability to articulate complex ideas and solutions.
• Technical Skills: Strong technical troubleshooting and problem-solving skills, with proficiency in Microsoft Office.
• Adaptability: Ability to adapt to changing priorities, workflows, and technologies, with a willingness to learn and grow.

What We Offer

• Competitive Compensation: A competitive salary and benefits package, reflecting your value to arenaflex.

• Opportunities for Growth: A dynamic and supportive work environment, with opportunities for professional growth and development.
• Collaborative Culture: A collaborative culture that fosters innovation, creativity, and excellence in every interaction.
• Recognition and Rewards: Recognition and rewards for outstanding performance, with opportunities to celebrate team and individual successes.
• Wellness and Benefits: A comprehensive wellness program, including health insurance, retirement plans, and paid time off.

How to Apply

If you're a motivated and experienced leader with a passion for customer success, we want to hear from you. Apply now to join our arenaflex team and take the first step towards a rewarding and challenging career. [Apply Job!](#) [Apply to this Job](#) Apply for this job