At arenaflex, we're on a mission to empower entrepreneurs and businesses to build their online presence, grow their audience, and scale their operations. As a key member of our award-winning Customer Operations department, you'll play a vital role in shaping the customer experience and driving business growth. We're seeking an exceptional Team Lead to join our remote team in the USA, overseeing a squad of Customer Support Associates/Advisors who provide top-notch customer advocacy.
**About arenaflex**
arenaflex is a design-driven platform that helps millions of customers in over 200 countries and territories build an online presence, create an audience, monetize, and scale their business. Our suite of products includes websites, domains, ecommerce, marketing tools, and more. With a team of over 1,500, we're headquartered in New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
**Job Description**
As a Team Lead, Customer Support, you'll be responsible for managing a team of Customer Support Associates/Advisors who provide exceptional customer advocacy. You'll oversee the team's daily responsibilities, ensuring they have the tools and support to help exceed our Support goals. You'll partner with peers and senior leadership to improve our support channels across email and live chat, influence the broader department strategy, and strengthen team culture.
**Key Responsibilities:**
* Create a positive team culture, managing team adherence to company policies, performance expectations, and support metrics
* Stay current on arenaflex product developments and policies, communicating with your team to support them through frequent changes
* Help contextualize new company and department programs to increase engagement and support, representing the team's feedback to promote agreement and collaboration with internal partners
* Write and provide team member feedback during bi-annual review cycles and provide updates to compensation
* Foster a culture that values development, encouraging career development conversations in 1:1s and finding opportunities for your Associates/Advisors to work toward their career goals
* Partner with the Learning & Development team to coordinate training programs
* Help interview, hire, and onboard new Associates/Advisors
* Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help challenging customers
* Help with the support queues during peak chat and email hours
**Who We're Looking For:**
* Experience working with performance targets and motivating others to exceed goals in an inclusive team environment
* 2+ years managing remote teams
* Background in written and verbal performance communications and providing feedback
* Experience driving solutions for operational and people management challenges
* Ability to foster team culture and unity directly with teams and wider global customer operations colleagues
* Experience with data analysis and project management
* Currently and permanently live within: Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maine, Michigan, Mississippi, Missouri, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, and Wisconsin.
**Benefits & Perks:**
* A choice between medical plans with an option for 100% covered premiums
* Health Savings Account with arenaflex funding
* Fertility and adoption benefits
* Supplemental Insurance plans
* Headspace mindfulness app subscription
* Global Employee Assistance Program
* Retirement benefits with employer match
* Flexible paid time off
* 20 weeks for parental leave and up to 12 weeks to care for an ill family member
* $100 per month remote stipend
* Access to supplemental insurance plans for additional coverage
* Education reimbursement
* Employee donation match to community organizations
* 8 Global Employee Resource Groups (ERGs)
**Career Growth Opportunities & Learning Benefits:**
* Professional development opportunities to enhance your skills and knowledge
* Access to training programs and workshops to help you grow in your role
* Mentorship and coaching to support your career goals
* Opportunities to take on new challenges and responsibilities
* Collaborative and dynamic work environment that encourages innovation and creativity
**Work Environment & Company Culture:**
* Remote work environment with flexible hours and work-from-home options
* Collaborative and dynamic work environment that encourages innovation and creativity
* Opportunities to work with a diverse and global team
* Arenaflex is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law.
**Compensation:**
* Cash compensation range: $70,000 - $88,000 USD
* Base salary will vary based on job-related criteria, including relevant skills, experience, and location
* Eligible for an option to purchase arenaflex common stock
**How to Apply:**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!