Introduction to arenaflex
arenaflex is the world's digital infrastructure company, operating over 260 data centers across the globe. As a leader in the digital infrastructure space, arenaflex enables organizations to access all the right places, partners, and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value, while supporting their sustainability goals. Our trusted platform brings together and interconnects foundational infrastructure at software speed, empowering digital leaders to achieve their goals.
About the Role
We are seeking an experienced Team Lead, Customer Support to join our team. As a Team Lead, you will be responsible for leading and managing a team of customer support agents who provide exceptional service in local languages and English. This role involves ensuring the delivery of high-quality support to customers while maintaining operational efficiency. The Team Lead plays a crucial role in team management, performance improvement, and process optimization, and actively supports team members in handling customer inquiries, requests, orders, issues, and escalations.
Key Responsibilities
- Provides support for SMEs and escalated customer requests, inquiries, and/or questions through email, phone, or live chat
- Responsible for understanding and improving customer satisfaction scores for their overall team
- Provides day-to-day and escalation support for all levels of agents related to customer requests, inquiries, and/or questions through email, phone, or live chat
- May also take contacts from customers in the form of phone, email, and chat
- Provide customer experience recommendations to cross-functional teams, such as Customer Success Management, Customer Support Quality Assurance, IBX Operations, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements
Management Responsibilities
- Performance Management based on KPIs
- 1:1 coaching and development and performance improvement planning
- Provides performance coaching and feedback results to their teams
- Coach and mentor teams through side-by-side support, escalation support
- Plans, monitors, and reports on team performance
Planning and Service Level Management
- Manages the operation in real-time and takes corrective actions to protect the service (queue and productivity management)
Process Improvement and Management
- Directs team on adopting process and procedure changes
- Recommends alterations and identifies areas to improve for processes that they manage
- Participates in the development and improvement of processes while working with other cross-functional teams
- Has an expert understanding of the service desk process and the ability to articulate it in any situation
Business Systems and Technology
- Uses expert knowledge of business systems to identify issues and gaps in business systems (e.g., SFDC, AWS Connect, CSC, ECP)
- Report and triage system issues to the proper channels
Projects and Cross-Functional Collaboration
- Participates in projects and represents own area of responsibility/expertise
- Serves as a Point of Contact for other cross-functional teams in matters requiring immediate assistance or operational clarifications
- Proactively provides feedback to other cooperating teams and develops cross-functional linkages
Recruitment and Talent Development
- Suggests new hire based on/provided by the WFM process and operational needs
- Participates in the selection process and liaises with HR
Reporting and Analytics
- Prepare and present regular business review reports on team performance metrics, customer and agent trends and insights, and operational efficiency to leadership
- Analyze trends in agent and customer feedback and provide insights for continuous improvements
Qualifications and Requirements
To be successful in this role, you will need:
- Minimum 4 years of experience in a contact center environment
- 2-3 years of experience in leading and influencing co-workers
- Bachelor's degree in Business, Communications, or a related field preferred
- Strong leadership and people management skills, with the ability to motivate and inspire a team
- Excellent knowledge of contact center operations, best practices, and customer service principles
- Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
- Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools
- Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively
- Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably)
- Flexibility to work in shifts, including evenings, weekends, and holidays, as required by the contact center's operational needs
- Fluency in written and spoken English C1
Career Growth and Development Opportunities
At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Team Lead, Customer Support, you will have the opportunity to develop your leadership and management skills, and to contribute to the success of our customer support team. You will also have access to training and development programs, and will be encouraged to pursue ongoing education and professional development.
Work Environment and Company Culture
arenaflex is committed to providing a positive and inclusive work environment, where all employees feel valued and supported. We believe in fostering a culture of diversity, equity, and inclusion, and we are committed to ensuring that our employment process is open to all individuals, including those with a disability. We are an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
Compensation and Benefits
arenaflex offers a competitive compensation and benefits package, including a salary range that is commensurate with experience, as well as a range of benefits, such as health insurance, retirement savings, and paid time off. We also offer a flexible work environment, with opportunities for remote work and flexible scheduling.
Conclusion
If you are a motivated and experienced customer support professional, with a passion for leadership and management, we encourage you to apply for this exciting opportunity. As a Team Lead, Customer Support at arenaflex, you will have the opportunity to make a real difference in the lives of our customers, and to contribute to the success of our company. Don't miss out on this chance to join our team and take your career to the next level. Apply today!
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