Experienced Customer Happiness Team Lead – Driving Customer Retention and Growth at arenaflex

At arenaflex, we're revolutionizing the way people access financial products and services, especially for those who move across borders. Our mission is to accelerate economic freedom by providing innovative solutions that cater to the unique needs of our customers. As a Customer Happiness Team Lead, you'll play a pivotal role in shaping the customer experience and driving business growth. About arenaflex arenaflex is a forward-thinking company that's passionate about creating a more inclusive and accessible financial ecosystem. We're proud of our culture, which is built on collaboration, creativity, and a willingness to take calculated risks. Our team is diverse, dynamic, and dedicated to making a positive impact on people's lives. How we work At arenaflex, we believe that everyone has a voice and the opportunity to make a difference. We encourage our team members to take ownership of their work, challenge the status quo, and think creatively. Our culture is built on three core values: 1. Progress: We're always pushing for progress, whether it's through innovation, experimentation, or continuous improvement. 2. Collaboration: We believe that together, we can achieve more than we can alone. We collaborate across functions, share knowledge, and support each other in our endeavors. 3. Autonomy: We empower our team members to take ownership of their work, make decisions, and drive results. Our Customer Operations Team Our Customer Operations team is expanding rapidly, and we're looking for talented individuals to join our ranks. As a Customer Happiness Team Lead, you'll be part of a dynamic team that's dedicated to providing exceptional customer service and driving business growth. Role Description As a Customer Happiness Team Lead, you'll be responsible for leading a team of up to 10 Customer Retention Executives. Your primary objective will be to drive performance, achieve business goals, and deliver best-in-class customer service. You'll be proactive in reviewing processes, identifying areas for improvement, and implementing changes that benefit our customers, teammates, and the company. Key Responsibilities * Nurture and develop a team of Customer Retention Executives * Participate in the recruitment, induction, and development of staff * Build an excellent level of product knowledge and drive improvements in service quality * Suggest and support process improvements/new initiatives across the department and other departments * Measure, analyze, and report on team performance and take appropriate steps to improve that performance * Ensure regulatory and business standards are met * Guide agents on soft skills to retain and grow our customer base What you'll achieve in your first 12 months at arenaflex * Leading the day-to-day operations of a growing team of executives and ensuring we're on track to hit our ambitious KPI targets * Managing and coaching team members, and supporting them in the development of their knowledge and skills * Contributing to the setting of the team's strategic goals, initiating, and overseeing changes that benefit our customers, teammates, and the company * Reviewing processes and recommending changes to help us scale more efficiently than ever before Who you are * Solid experience in a similar team leader role in a fast-changing contact centre environment is highly desirable * With resilience and a bias for action, you'll love to work as part of a team * Proactive mindset, always thinking of ways to improve a process * The ability to inspire and nurture employees to ensure they achieve their potential * Strong customer service mindset with commercial acumen * Desire to grow and develop with the business Essential experiences * 5 years customer service experience with at least 1-2 years in a managerial position * Experience leading a team and coaching those you manage to achieve their goals * Experience in hiring and scaling a team and an understanding of what good performance looks like * Fluency in English Perks of the job * Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! * Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year – on us! – to further your skillset * Mental wellbeing support – Access therapy and mental health sessions through Oliva * Competitive bonus scheme – designed to reward and recognize high performance * SZÉP card – Budget to spend on meals, leisure, and accommodation * Sabbatical Leave – Get a 4-week fully paid sabbatical after being with us for 4 years * Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office * Medicover Blue package – An exclusive pass to top-notch healthcare services * All You Can Move membership OR Monthly BKK pass – Unleashing your inner fitness guru or having a hassle-free commute – we've got you covered! Our Process We break our hiring process into three stages: 1. Initial call with someone in the Talent team (30 minutes) 2. A skill-based interview where you'll discuss your previous experience, etc., with someone from the Operations Leadership Team (1 hour) 3. A culture interview to check that your work style fits our processes and values (1 hour) Everyone belongs at arenaflex At arenaflex, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. We're committed to hiring without judgement, prejudice, or bias. We encourage everyone to apply for our open roles, regardless of gender identity, race, ethnicity, sexual orientation, age, or background. Recruitment privacy policy We take privacy seriously here at arenaflex. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more, please view it here. If you're passionate about delivering exceptional customer service, driving business growth, and making a positive impact on people's lives, we want to hear from you! Apply now to become a part of our dynamic team at arenaflex. ```html

Join our team at arenaflex

Apply now to become a part of our dynamic team at arenaflex.

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