Customer Service Team Lead - Remote

Join arenaflex, a dynamic marketing software company, as we continue to revolutionize the way small businesses market themselves. As a Customer Service Team Lead, you will be at the forefront of delivering exceptional customer experiences, driving team success, and shaping the future of our Service department.

About arenaflex

arenaflex is a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. Our tools help these businesses build websites, send out content, and automate marketing processes. With a focus on growth-minded entrepreneurs, we strive to make marketing easier and more effective for our clients. Our mission is to empower small businesses to build better relationships with their clients, with less hands-on effort.

Our Culture

arenaflex is a fast-paced, results-oriented company that values collaboration, open communication, and a healthy work-life balance. We believe in investing in motivated, successful individuals and watching them succeed both inside and outside of work. Our goal is to build a winning team of A+ players, and we hope you'll be next to join us.

Our Commitment to Diversity, Equity, and Inclusion

At arenaflex, we believe in the wholehearted acceptance of each other, regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work.

Our Employee Benefits

arenaflex strives to be a top-tier employer, offering a comprehensive benefits package that includes:

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies, including vacation, sick, parental, and bereavement leave
• Robust Insurance Plan, including medical, dental, vision, health savings account (HSA), flexible spending accounts (FSA), company-paid life insurance, accidental death & dismemberment (AD&D) coverage, short & long-term disability coverage, and employee assistance program (EAP)
• Matching 401(k) with immediate full vesting
• Employee Events Committee that plans fun in-person and virtual events
• On-demand pay, allowing access to a portion of your earned wages prior to payday with same-day deposit
• Internet & gym reimbursement
• Work computer equipment provided to help you succeed

About the Role

We are seeking a highly skilled and motivated Customer Service Team Lead to become an integral part of our team. This role is pivotal to the success of our company, serving as the primary management contact for our Customer Service Representatives and the initial point for client escalations. The ideal candidate will possess exceptional attention to detail, patience, and multitasking capabilities. As a Team Lead, you will be accountable for the success of your team and the overall Service department.

Primary Responsibilities & Expectations

* Handle and resolve complex escalations with professionalism and efficiency

• Facilitate training sessions and knowledge updates for the team
• Update and maintain the knowledge base to ensure information is current
• Address complex customer service inquiries and provide solutions
• Perform spot checks on tickets and provide coaching to Customer Service Representatives
• Review backlogs and distribute tickets appropriately
• Model and mentor team members to meet Key Performance Indicators (KPIs), acting as a motivator and exemplar
• Demonstrate flexibility and a willingness to assist with any task
• Record and maintain detailed notes about interactions with customers
• Report bugs and issues on platforms to developers
• Collaborate and coordinate with internal departments to ensure client satisfaction
• Exhibit patience, empathy, and understanding in all communications
• Perform all other duties as assigned

Skills and Qualifications

* Demonstrated ability to go above and beyond, looking out for everyone around them and driving team success

• Strong teaching, mentoring, and motivational skills to guide the team through both easy and challenging situations
• Goal-oriented and driven, with the ability to execute tasks efficiently
• A strategic thinker who seeks long-term improvements in customer service processes
• Willingness to challenge the status quo and implement positive change through new processes and programs
• Capable of having tough conversations, turning difficult discussions into opportunities for improvement
• Skilled in de-escalating tense situations with clients, exhibiting true patience and empathy
• Excellent communication skills, both verbal and written
• Proactive problem solver with outstanding critical thinking skills
• Ability to learn quickly and adapt to changing environments
• Willingness to seek answers and ask questions when needed
• Ability to work proactively both individually and in a team environment
• Genuine passion for delivering exceptional customer service with every interaction, actively seeking opportunities to provide positive, memorable experiences
• Listens carefully and thoughtfully, working collaboratively to assist others in need
• Exhibits a caring, positive, and cheerful attitude; is adaptable, positive, and supportive, even during stressful situations
• A self-directed learner with a commitment to continuous improvement
• Proficiency and fluency in speaking, understanding, reading, and writing English
• Must be able to type 50+ words per minute

Compensation

This position offers a competitive salary range of $35,000 to $45,000, depending on experience and performance, through a combination of wages and monthly performance incentives.

How to Apply

If you are an adept problem solver who thrives in a challenging and dynamic environment, and you are passionate about delivering exceptional customer service, we would love to hear from you. Join arenaflex and help us continue to set the standard for excellence in customer service. Apply now and take the first step towards a rewarding career with our team! Apply Job!

Equal Opportunity Employer

arenaflex is proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact [email protected].

Learn More About arenaflex

You can find out more about what it's like to work at arenaflex by visiting our website at [arenaflex website URL]. Apply for this job