Experienced Customer Support Manager – Strategic Relationship Development and Team Leadership

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a key member of our Customer Support team, the Experienced Customer Support Manager will play a vital role in developing and maintaining strategic relationships with arenaflex Crewmembers, internal departments, and customers. This dynamic leader will oversee multiple teams, including Business to Business Desk, Crew Travel, Customer Recovery Specialists, Customer Support, and Groups, ensuring seamless customer interactions, cost control, and revenue growth.

About arenaflex

arenaflex is a leading airline that prides itself on its commitment to safety, caring, integrity, passion, and fun. With a strong focus on customer satisfaction, we strive to create a positive and engaging experience for our customers. Our team is dedicated to delivering exceptional service, and we're looking for talented individuals who share our values and passion for excellence.

Key Responsibilities

As an Experienced Customer Support Manager, you will be responsible for:

• Developing and maintaining strategic relationships with arenaflex Crewmembers, internal departments, and customers
• Coaching and mentoring Supervisors to support their engagement, growth, and goal achievement
• Leading a team of Supervisors and Crewmembers through the change cycle using effective change management practices
• Preparing and managing a budget, including plan variance research and reporting
• Maintaining engagement of the operation and providing support to Supervisors and Crewmembers when needed
• Collaborating with other Customer Support and arenaflex teams to build effective relationships of alignment and unity
• Participating in assessing and implementing tools affecting Crewmember performance, and training/retraining needs
• Resolving complex Crewmember and customer service issues
• Working with various departments and providing, when necessary, assistance in projects to move initiatives forward
• Taking Customer escalations and owning recovery as needed
• Other duties as assigned

Essential Qualifications

To be successful in this role, you will need:

• A High School Diploma or General Education Development (GED) Diploma
• Five (5) years of customer service, sales, or airline experience, OR three (3) years of JetBlue CEX experience
• Five (5) years of leadership or supervision experience, preferably in the Airline industry
• Excellent verbal and written communication skills
• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment
• Ability to effectively manage and prioritize multiple tasks
• Ability to work independently and in a high-pressure team environment
• Effective research skills, including the ability to analyze information, make determinations, and issue reports in accordance with Company guidelines
• Available for occasional overnight travel (10%)
• Flexible and able to work at any time, including nights, weekends, and holidays
• Proficient with the Microsoft Office Suite and Internet browsers
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• Bachelor's Degree
• Proficient with Sabre Interact
• Knowledge of Aspect Scheduling Suite
• Ability to fluently speak, read, write, and translate accordingly in Spanish (if applicable)
• Exceptional project and time management skills

Crewmember Expectations

As a member of the arenaflex team, you will be expected to:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on arenaflex flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the arenaflex culture by exhibiting the arenaflex values of Safety, Caring, Integrity, Passion, and Fun
• Promote arenaflex's #1 value of safety as a Safety Ambassador, supporting arenaflex's Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary, including arenaflex's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))

Work Environment

This role will be based in a normal office environment, with occasional overnight travel required.

Physical Effort

This role requires generally no physical effort, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary).

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks. We're committed to providing a positive and engaging work environment that supports your growth and development.

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application, including your resume and a cover letter, through our website.

Join the arenaflex Team

At arenaflex, we're passionate about creating a positive and engaging experience for our customers. We're looking for talented individuals who share our values and passion for excellence. If you're interested in joining our team, we encourage you to apply today. Apply for this job