Experienced Seasonal Customer Success Supervisor – Remote Team Leadership and Customer Experience

About arenaflex

arenaflex is a leading customer experience (CX) marketplace that partners with top brands and companies to provide innovative talent solutions. With a mission-centric approach, arenaflex has generated thousands of remote job opportunities and significantly improved the financial well-being of military families, resulting in over $40 million in economic impact. As a company that values diversity and inclusion, arenaflex is committed to providing equal employment opportunities to all applicants, contractors, and employees.

Job Summary

arenaflex is seeking an experienced Seasonal Customer Success Supervisor to lead a team of remote customer service representatives. As a key member of our Customer Success Department, you will be responsible for creating a positive image for our customers, internal and external, while monitoring and enhancing the performance of the team in areas of productivity, customer satisfaction, employee satisfaction, and employee development. This is a temporary, seasonal position from August 2025 to December 2025, with the possibility of extension.

Responsibilities

As a Seasonal Customer Success Supervisor, you will:

• Supervise and Lead Remote Teams: Plan, prioritize, assign, supervise, and review the work of a team of remote customer service representatives responsible for providing exceptional support to our customers.
• Prepare Daily Work Schedules: Ensure proper operational coverage at the Peer Coach/Remote Team Member levels, and liaise with workforce management to meet client coverage needs.
• Perform Quality Audits: Identify areas of coaching needed within the team and provide feedback to improve customer satisfaction and employee performance.
• Provide Weekly/Monthly Status Reports: Monitor team productivity against client work requirements and provide regular updates on employee performance.
• Review and Approve Timesheets: Ensure accurate and timely submission of timesheets and approve them accordingly.
• Coaching and Team Development: Provide timely 1x1's, coach on performance improvement opportunities, and assist with the continuing development of existing employees.
• Communicate with Other Departments: Resolve problems and expedite work with other departments and management.
• Respond to Customer Inquiries: Respond to and resolve customer inquiries and complaints, both written correspondence and phone.

Essential Qualifications

* 3+ Years of Customer Service Experience: Preferably in a leadership role or capacity, with a proven track record of meeting or exceeding customer experience objectives.

• 1+ Years of Contact Center Experience: Demonstrated experience in leadership, facilitation, and development of team members to meet customer experience objectives.
• Intermediate Knowledge of Software Tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, and Slack.
• Strong Interpersonal, Organizational, and Communication Skills: Ability to communicate with team members, customers, and management using exceptional communication skills.
• Excellent Time Management Skills: Sensitivity to deadlines and ability to adapt to change.
• Flexibility: Ability to ask effective questions and present information clearly and concisely.
• Understanding of KPI Reports: Experience in presenting team goals and achievements, including quality, productivity, and sales results.

Preferred Qualifications

* Prior Experience Leading Remote Teams: Experience in leading remote teams and managing virtual teams.

• Experience in the Insurance Industry: Experience in the insurance industry, with a focus on customer service and sales support.

Competencies

* Service-Oriented: We Serve with Excellence.

• Lead from the Front: We take Ownership.
• Communication Proficiency: We Communicate Mindfully.
• Time Management: Ability to prioritize tasks and manage time effectively.
• Collaborative: Ability to work collaboratively with team members and other departments.
• Flexible: Ability to adapt to change and prioritize tasks accordingly.
• Tech-Savvy: Familiarity with software tools and technology.
• Fast-Paced: Ability to work in a fast-paced environment and prioritize tasks accordingly.
• Self-Starter: Ability to take initiative and work independently.
• Strong Work Ethic: Ability to work diligently and prioritize tasks accordingly.

Training and Benefits

* 1 Week Paid Training: Comprehensive training program to ensure you are equipped with the necessary skills and knowledge to succeed in this role.

• Nesting Period: Opportunity to work closely with experienced team members to ensure a smooth transition.
• Flexible Work Schedule: 9-hour shift within a timeframe of 5am-11pm PST / 8am-2am EST Monday - Sunday.
• Competitive Pay: $50k/year (annualized), with actual earnings prorated based on the time worked over the project duration.

Location and Physical Demands

* Fully Remote: Work from the comfort of your own home, with a reliable internet connection.

• Computer Use: This role requires computer use, with a focus on software tools and technology.

EEO and Harassment Statement

arenaflex provides equal employment opportunities to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

How to Apply

If you are a motivated and experienced customer service professional looking for a challenging and rewarding opportunity, please apply to this role. We look forward to reviewing your application and discussing this opportunity further. Apply Now! Apply for this job