Experienced Team Lead – North America Overnight Customer Content Services

At arenaflex, we're committed to delivering exceptional customer experiences that drive long-term success. As a Team Lead in our North America Overnight Customer Content Services team, you'll play a pivotal role in shaping the quality of service our customers receive. If you're passionate about client success, have a strong work ethic, and are eager to lead in a team environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for the media and marketing industries. Our team of experts is dedicated to delivering cutting-edge products and services that help our customers achieve their goals. As a Team Lead in our Customer Content Services team, you'll be part of a dynamic and collaborative environment that values innovation, creativity, and customer satisfaction.

Key Responsibilities

As a Team Lead, you'll be responsible for providing internal advisory-level consulting expertise to our team of content editors and second-level external escalation support to our clients. Your extensive product knowledge, problem resolution, troubleshooting, and technical support skills will be essential in ensuring that our clients receive world-class service. Your key responsibilities will include:

• Product Knowledge and Expertise: You'll be the go-to resource for all arenaflex products, services, procedures, and guidelines. You'll communicate this knowledge to your team members and ensure that they're equipped to provide exceptional service to our clients.
• Team Management and Motivation: You'll lead the Distribution team in meeting the needs of arenaflex, its customers, and its employees. You'll motivate your team to consistently improve their performance and strive for excellence.
• Workflow Management: You'll manage the workflow, prioritizing timely copy, assigning tasks to your team as needed, and staging, processing, and QAing critical and timely copy as necessary.
• Customer Service: You'll provide world-class customer service in every interaction, ensuring optimal team performance and customer satisfaction.
• Issue Resolution: You'll demonstrate ownership and ability to follow issues to resolution and client satisfaction.
• Client Escalations: You'll assist in owning and handling client escalations, working closely with our management team to resolve issues efficiently.
• Training and Development: You'll assist management in facilitating necessary training and process adjustments to fully align the North America overnight team. You'll also provide coaching and development opportunities for your team members, improving departmental processes and supporting on-the-job training.
• Shift Scheduling and Coverage: You'll assist management in scheduling and organizing shifts based on workflow and customer contact trends. You'll also cover critical or emergency shifts as necessary.
• Product Development: You'll support the development of product manuals, FAQs, and other internal editorial resources.
• Interdepartmental Collaboration: You'll liaise with Product teams, Development, Quality Assurance, Technical Operations, and other departments as needed, building relationships and ensuring seamless communication.
• Email Support: You'll support USCCS Managers emails and handle first-level escalations sent to CCS leadership team(s).
• Technical Support: You'll handle Tech Support queries and liaison with OnlineContent, DFS teams.

Qualifications

To succeed in this role, you'll need:

• Previous Leadership Experience: A proven track record of leadership experience is preferred.
• Product Knowledge: In-depth knowledge across all arenaflex Distribution platforms is required.
• Reliability: Proven reliability and ability to work well in a high-pressure environment.
• Communication Skills: Excellent written and verbal communication skills are essential.
• Technical Skills: Strong technical troubleshooting and problem-solving skills are required.
• Microsoft Office: Knowledge of Microsoft Office is required.

What We Offer

As a Team Lead at arenaflex, you'll enjoy a dynamic and supportive work environment that offers:

• Career Growth Opportunities: We're committed to helping you grow and develop your skills, with opportunities for advancement and professional growth.
• Learning Benefits: We invest in our team members' learning and development, providing training and resources to help you succeed.
• Work-Life Balance: We believe in maintaining a healthy work-life balance, offering flexible scheduling and a supportive environment.
• Compensation and Benefits: We offer competitive compensation and benefits packages that recognize your hard work and dedication.
• Perks and Recognition: We celebrate our team members' achievements and offer perks and recognition for outstanding performance.

How to Apply

If you're passionate about client success, have a strong work ethic, and are eager to lead in a team environment, we want to hear from you. Apply now to join our dynamic and collaborative team at arenaflex. Apply to this job Apply for this job