Experienced Customer Support Lead – Delivering Exceptional Service at arenaflex
At arenaflex, we're proud to be a national leader in filing service of legal documents, with a rich history spanning over 30 years. Our commitment to innovation and excellence has enabled us to stay ahead of the competition, and we're now seeking a talented Customer Support Lead to join our team. As a key member of our customer support team, you'll play a vital role in ensuring that our customers receive the highest level of service, and that our team is equipped to handle the most complex and challenging issues.
About arenaflex
arenaflex is a dynamic and growing organization with a team of over 400 professionals spread across multiple locations, including Los Angeles, Dallas, Miami, Brooklyn, Chicago, Washington DC, and our headquarters in Seattle. We're passionate about delivering exceptional service and have a strong focus on technology and business process innovation. Our commitment to excellence has earned us a reputation as a trusted partner in the legal services industry, and we're now looking for talented individuals to join our team and help us continue to grow and succeed.
Job Overview
As a Customer Support Lead at arenaflex, you'll be responsible for leading a team of customer support representatives to ensure high-quality service delivery. This role involves monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction. The ideal candidate is a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences.
Key Responsibilities
As a Customer Support Lead, you'll be responsible for:
* Leading the customer support team by setting goals, assigning tasks, and ensuring team members meet performance standards.
* Providing ongoing training, mentoring, and support to develop team members' skills and improve service quality.
* Monitoring daily team operations, including customer interactions and ticket management.
* Addressing and resolving complex or escalated customer issues and complaints.
* Actively working with Specialists and Managers to reduce the time to close tickets and live chats.
* Identifying and proposing solutions to issues with the Mobile App, arenaflex policies, and workflow procedures to reduce the number of incoming inquiries.
* Continuously reviewing and analyzing current support processes to identify areas for improvement.
* Generating regular reports on team performance, customer satisfaction, and issue resolution metrics.
Qualifications
To be successful in this role, you'll need:
* 1 year of leadership and coaching experience (strongly preferred)
* 2 years of customer service experience (required), with a call center environment being a strong preference
* The ability to communicate effectively in both verbal and written form
* Experience with conflict resolution and escalation handling
* Experience and proficiency with Microsoft Office
Why Join arenaflex?
At arenaflex, we believe that our employees are our greatest asset. We offer a range of benefits and perks to support your career growth and well-being, including:
* Health, Dental, Vision insurance
* 401(k) with company matching
* Paid time off
* 11 paid company holidays each year
* Disability insurance
* Employee assistance program
* Referral program
Compensation and Schedule
The salary for this role is $43,000 to $54,000, and the schedule is Monday to Friday, full-time, with remote work options available.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Join our team today and be part of a dynamic and growing organization that's committed to excellence and innovation.