Experienced Customer Success Team Supervisor – High Value Customer Experience and Operations

At arenaflex, our mission is to increase economic freedom in the world by building the emerging onchain platform and the future global financial system. As a key player in our Customer Success Team, you will have the opportunity to leave your mark on the world by delivering an outstanding high value customer experience globally. If you're passionate about our mission and believe in the power of crypto and blockchain technology to update the financial system, we want to hear from you.

About arenaflex

arenaflex is a leading innovator in the fintech industry, dedicated to creating a seamless and secure financial experience for our customers. Our work culture is intense and fast-paced, but if you're up for the challenge, you'll be rewarded with the opportunity to work alongside high-caliber colleagues who expect the best from themselves and each other. We're not a remote-only company, and we require in-person participation throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment.

Job Summary

As a Supervisor for the Customer Success Team, you will lead a specialized team of customer-focused support analysts who own high-value customer relationships essential to arenaflex achieving its mission. Using your customer support, operations, and team leadership skills, you will play a crucial role in ensuring we deliver an outstanding high value customer experience globally.

Key Responsibilities

* Lead a team of high-performing customer service agents across multiple channels (phone, messaging, email)

• Manage and support initiatives aimed at streamlining operations and improving customer experience metrics. Achieve SLAs, productivity, and quality metrics for your line of business/team members
• Collaborate cross-functionally with Program, Quality, and Training teams to improve existing workflows and processes
• Provide a best-in-class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution
• Handle customer escalations to resolution, including collaborating across teams of subject matter specialists
• Model an investigative mentality to help address critical customer issues at the root cause
• Represent and advocate for the customer across organizations to drive impactful changes
• Champion clear communication with internal and external partners to align on solutions and drive results
• Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in arenaflex
• Identify opportunities to enhance the customer experience with arenaflex, unlocking potential to adopt additional features, services, and products

What We Look for in You

* This role requires periodic onsite work in either our Seattle or San Francisco office. Successful candidates should be based within a reasonable commuting distance to one of these locations and willing to fulfill these requirements

• Experienced and passionate people leader with a proven track record of guiding and developing teams
• Motivated by arenaflex's mission and creating a seamless experience for our highest value individual and enterprise clients
• Minimum of 3 years of relevant experience in an enterprise customer/account management/advisory role in a fast-paced environment
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto
• Experience working with Google Suite (Slides, Doc, and Sheets) + overall presentation preparation
• Fantastic communication skills to operate across multiple departments and stakeholders
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech, or Crypto

Nice to Haves

* High level of proficiency in cryptocurrency and arenaflex products

• Advanced degree in business, finance, project management, or client experience

Why Join arenaflex?

* Competitive salary and bonus structure

• Target equity and benefits (including medical, dental, vision, and 401(k))
• Opportunity to work with a leading innovator in the fintech industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible and adaptable work arrangements

Equal Opportunity Employer

arenaflex is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law.

How to Apply

If you're passionate about our mission and believe in the power of crypto and blockchain technology to update the financial system, we want to hear from you. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Commitment to Equal Opportunity

arenaflex is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law.

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