Experienced Full Stack Supervisor – Starlink Customer Support Operations – Weekend Nights

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a talent for problem-solving and a knack for empowering your team to excel? If so, we invite you to join arenaflex, a pioneering company revolutionizing internet connectivity with Starlink, as a Supervisor in our Customer Support team. As a key member of our operations team, you will play a vital role in shaping the future of customer service and ensuring that our customers receive the highest level of support.

About arenaflex and Starlink

arenaflex is a cutting-edge company that is pushing the boundaries of innovation and technology. Our Starlink service is a game-changer in the world of internet connectivity, providing high-speed, low-latency satellite internet to even the most remote and rural locations worldwide. Whether you're streaming, gaming, or working remotely, Starlink ensures a seamless online experience where traditional internet services fall short. With a strong focus on customer satisfaction and a commitment to excellence, we are seeking a dynamic and experienced Supervisor to lead our Customer Support team.

Responsibilities

As a Supervisor in our Customer Support team, you will be responsible for:

• Supervising and leading a team of customer support agents, providing excellent coaching, training, and performance evaluations.
• Owning the development of direct reports to enhance employee skills and career growth, ensuring alignment with organizational goals and objectives.
• Establishing clear performance expectations and accountability measures for team members, ensuring consistent follow-up and feedback to drive individual and team success.
• Leading by setting an example, taking and giving feedback within all levels of the organization, and motivating others to achieve the highest level of results.
• Monitoring customer interactions to ensure quality service and adherence to company policies and procedures.
• Handling escalated customer issues and complaints, providing resolution and maintaining customer satisfaction.
• Identifying opportunities for process improvements and implementing changes to enhance efficiency and customer experience.
• Collaborating with other departments to streamline processes and improve service delivery.
• Analyzing customer support metrics and preparing reports on team performance, customer satisfaction, and service levels.
• Using data to root cause, identify trends, and develop action plans to address them.
• Actively listening and incorporating the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements.
• Serving as a liaison between the customer support team and other departments, ensuring clear communication and collaboration.
• Keeping the team informed of updates, changes, and new policies, and managing the change and communication of the change.
• Delivering training programs to enhance the skills and knowledge of the customer support team.
• Fostering a positive and motivating team environment.

Essential Qualifications

* Bachelor's degree or 4+ years of professional experience in a customer service or customer success function in lieu of a degree.

• 2+ years of people management experience in customer service or customer support operations with teams of 25+ hourly employees; or 1+ years of arenaflex customer support operations experience as a lead.

Preferred Skills and Experience

* 2+ years in synchronous (phone/chat/instant messaging) customer support operations.

• Proven ability to lead and develop a team through effective coaching, development, feedback, and performance management.
• Strong problem-solving skills and the ability to make quick, effective decisions.
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
• Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms).
• Lean/6-Sigma/Kaizan experience (Green/Black Belt certifications).
• Written/verbal business fluency in Spanish, French, German, Portuguese, Polish, Italian, Japanese, Korean, Czech, Indonesian, Arabic, Turkish, or Malay.
• Ability to quickly learn and apply new technologies.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.

Additional Requirements

* Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines.

• This is NOT a remote position and would require relocation if not local to the Bastrop, TX area.
• Must be available for the following shift:

+ 4th Shift: Sat - Wed 3:30pm - 2:00am

ITAR Requirements

* To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

arenaflex Culture and Benefits

At arenaflex, we are committed to creating a culture of excellence and innovation. Our team members are passionate about delivering exceptional customer experiences and are empowered to make a difference. We offer a range of benefits, including:

• Competitive salary and bonus structure
• Comprehensive health and wellness programs
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible work arrangements and work-life balance

How to Apply

If you are a motivated and experienced leader with a passion for customer service, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer; employment with arenaflex is governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.

Accommodations

Applicants wishing to view a copy of arenaflex's Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to [email protected]. Apply for this job