At arenaflex, we're revolutionizing the $800B trucking industry by providing innovative payment solutions that save truckers thousands of dollars on fuel, their #1 business expense. Our mission is to empower small trucking businesses to thrive, and we're looking for a customer-obsessed teammate to join our fast-growing marketplace business on this exciting journey.
As a Customer Support Team Lead at arenaflex, you'll be at the heart of our mission, guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. You'll play a vital role in helping small trucking businesses succeed by ensuring our agents are equipped, motivated, and empowered to resolve issues quickly and effectively. This is a hands-on leadership role where you'll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience.
**About arenaflex**
arenaflex is a fast-growing marketplace business backed by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups. We've been recognized as one of the Forbes Fintech 50 list and offer fleet fuel management solutions that level the playing field for owner operators and small fleets. Our core team hails from renowned companies like Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm, and Brex.
**Our Core Values**
At arenaflex, we believe in the following core values that guide our actions and decisions:
* **Be Customer Obsessed**: We deeply understand customer needs and put our customers at the center of everything we do.
* **Make it Count**: Act like an owner by focusing on the impact of your work.
* **Find a Way**: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates.
* **Sweat the Details**: We keep our standards high and achieve them by paying attention to every detail.
* **Be Curious**: Use a growth mindset to question assumptions, take calculated risks, and stretch the boundaries of what's possible.
**Key Responsibilities**
As a Customer Support Team Lead at arenaflex, you'll be responsible for:
* **Improving the Customer Experience**: Drive industry-leading customer satisfaction by responding quickly and accurately to agent questions, empowering them to resolve customer issues promptly.
* **Tracking and Actioning on Live Shift Metrics**: Monitor and address issues such as omnichannel ticket handling, customer wait times, and escalated tickets to ensure the team delivers top-notch support.
* **Quality Assurance and Feedback**: Monitor calls, emails, chats, and other customer-facing interactions for quality assurance and deliver frequent agent feedback.
* **Managing Team Performance**: Conduct ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity, and teamwork.
* **Subject Matter Expertise**: Serve as a deep subject matter expert on the arenaflex product to effectively solve immediate issues for agents and customers.
* **Collaboration and Process Improvement**: Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes.
**Essential Qualifications**
To succeed in this role, you'll need:
* **3+ years in a Leadership or Supervisory Role**: Directly managing and developing customer support agents, with a minimum of 4+ years in remote customer support roles within fintech or tech startup environments.
* **Bilingual**: Fluency in both English and Spanish is preferred.
* **Customer Support Tools and Platforms**: Experience using customer support tools and platforms, such as Zendesk, Intercom, or similar ticketing systems.
* **Project Management and Process Improvement**: Prior experience managing projects or process improvement initiatives.
* **Passion for Customers**: A true passion for customers and delivering world-class service.
* **Outstanding Communication Skills**: Excellent verbal and written communication skills.
* **Leadership and Motivation**: A clear vision of what excellence looks like and the experience to build it, with a natural ability to inspire and motivate those around you.
**Preferred Qualifications**
While not required, the following qualifications would be a plus:
* **Multitasking and Urgency**: A high sense of urgency and ability to multitask in a fast-paced environment.
* **Problem-Solving and Creativity**: A natural problem-solver with a creative approach to finding solutions.
* **Self-Motivation and Self-Assurance**: Energetic, self-motivated, self-starting, and self-assured, with a no-task-too-small mindset.
* **Continuous Learning**: A growth mindset with a willingness to learn and adapt to new situations.
**Perks and Benefits**
As a valued member of our team, you'll enjoy:
* **Competitive Salary and Benefits**: A competitive salary range of $60,000 - $70,000, with benefits including medical/dental/vision insurance, 401(k) with company match, WFH stipend, and PTO.
* **Career Growth Opportunities**: Opportunities for major career growth and professional development.
* **Collaborative Environment**: A committed team on a mission to change a massive industry for the better.
* **Open-Minded Culture**: An open mind to new ideas and methodologies.
* **Flexible Work Arrangements**: Flexible work arrangements to support your work-life balance.
**Shifts and Availability**
We're currently hiring for the following shifts:
* **Sunday-Thursday**: 4am-12pm PST/7am-3pm EST (5 days a week, 8 hours per shift)
* **Tuesday-Saturday**: 4am-12pm PST/7am-3pm EST (5 days a week, 8 hours per shift)
**How to Apply**
If you're excited about making a real daily impact and love a fast-paced, dynamic environment, we'd love to have you on our team! Apply now and join us on this exciting journey to transform the trucking and logistics industry.
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