Join arenaflex, a dynamic marketing software company, as we continue to revolutionize the way small businesses market themselves. As a Customer Service Team Lead, you will play a pivotal role in shaping the customer experience and driving the success of our Service department. If you're a natural problem solver, passionate about delivering exceptional customer service, and thrive in a fast-paced, results-oriented environment, we'd love to hear from you.
**About arenaflex**
arenaflex is a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. Our tools help these businesses build websites, send out content, and create beautiful website designs, automated marketing tools, and award-winning educational content. With over a decade of experience and 300+ employees spread across the globe, we've built a culture that values collaboration, open communication, and a healthy work-life balance.
**Our Commitment to Diversity, Equity, and Inclusion**
At arenaflex, we believe in the wholehearted acceptance of each other, regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work.
**Our Employee Benefits**
arenaflex strives to be a top-tier employer, offering a comprehensive benefits package that includes:
* Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
* Comprehensive paid time off policies, including vacation, sick, parental, and bereavement leave
* Robust Insurance Plan, including Medical with $0 co-pay Telehealth plan, Dental, Vision, Health Savings Account (HSA) with generous employer contributions, Flexible Spending Accounts (FSA), Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage, Company-paid Short & Long Term Disability coverage, and Company-paid Employee Assistance Program (EAP)
* Matching 401(k) with immediate full vesting
* Employee Events Committee that plans fun in-person and virtual events
* On Demand Pay, allowing access to a portion of your earned wages prior to the payday with same-day deposit
* Internet & Gym Reimbursement
* Work computer equipment provided to help you succeed
**About the Role**
As a Customer Service Team Lead, you will be responsible for:
* Handling and resolving complex escalations with professionalism and efficiency
* Facilitating training sessions and knowledge updates for the team
* Updating and maintaining the knowledge base to ensure information is current
* Addressing complex customer service inquiries and providing solutions
* Performing spot checks on tickets and providing coaching to Customer Service Representatives
* Reviewing backlogs and distributing tickets appropriately
* Modeling and mentoring team members to meet Key Performance Indicators (KPIs), acting as a motivator and exemplar
* Demonstrating flexibility and a willingness to assist with any task
* Recording and maintaining detailed notes about interactions with customers
* Reporting bugs and issues on platforms to developers
* Collaborating and coordinating with internal departments to ensure client satisfaction
* Exhibiting patience, empathy, and understanding in all communications
**Skills and Qualifications**
To succeed in this role, you will need:
* Demonstrated ability to go above and beyond, looking out for everyone around them and driving team success
* Strong teaching, mentoring, and motivational skills to guide the team through both easy and challenging situations
* Goal-oriented and driven, with the ability to execute tasks efficiently
* A strategic thinker who seeks long-term improvements in customer service processes
* Willingness to challenge the status quo and implement positive change through new processes and programs
* Capable of having tough conversations, turning difficult discussions into opportunities for improvement
* Skilled in de-escalating tense situations with clients, exhibiting true patience and empathy
* Excellent communication skills, both verbal and written
* Proactive problem solver with outstanding critical thinking skills
* Ability to learn quickly and adapt to changing environments
* Willingness to seek answers and ask questions when needed
* Ability to work proactively both individually and in a team environment
* Genuine passion for delivering exceptional customer service with every interaction, actively seeking opportunities to provide positive, memorable experiences
* Listens carefully and thoughtfully, working collaboratively to assist others in need
* Exhibits a caring, positive, and cheerful attitude; is adaptable, positive, and supportive, even during stressful situations
* A self-directed learner with a commitment to continuous improvement
* Proficiency and fluency in speaking, understanding, reading, and writing English
* Must be able to type 50+ words per minute
**Compensation**
This position offers a competitive salary range of $35,000 to $45,000, depending on experience and performance, through a combination of wages and monthly performance incentives.
**Why Join arenaflex?**
At arenaflex, we're committed to creating a workplace that's both engaging and challenging, mixed with a good sense of humor. We believe in investing in motivated, successful individuals and watching them succeed both inside and outside of work. If you're passionate about delivering exceptional customer service and thrive in a dynamic, supportive environment, we'd love to hear from you.
**How to Apply**
If you're ready to take on a new challenge and join a team that's passionate about making a difference, apply now! Visit our website at [arenaflex website URL] to learn more about our company culture and benefits.
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