Experienced Team Lead, Customer Support – Remote / Telecommute Jobs at arenaflex
Join arenaflex, the world's digital infrastructure company, and be part of a dynamic team that enables organizations to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value, while supporting their sustainability goals.
About arenaflex
arenaflex is a global leader in digital infrastructure, operating over 260 data centers across the globe. Our trusted platform brings together and interconnects foundational infrastructure at software speed, empowering digital leaders to access all the right places, partners, and possibilities. At arenaflex, we're committed to providing an equitable work environment that's foundational to our core values and vital to our success.
About the Role
We're seeking an experienced Team Lead, Customer Support to join our remote/telecommute team. As a Team Lead, you'll 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. You'll play a crucial role in team management, performance improvement, and process optimization, actively supporting team members in handling customer inquiries, requests, orders, issues, and escalations.
Responsibilities
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Customer Support
+ Provide support for SME's 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 + Provide day-to-day and escalation support for all levels of GSD 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
+ 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 GSD 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/Development/Management/Documentation)
+ 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
+ Uses expert knowledge of business systems to identify issues and gaps in GSD business systems (e.g., SFDC, AWS Connect, CSC, ECP) + Report and triage system issues to the proper channels
Projects and cross-functional discussions
+ 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 process
+ Suggests new hire based on/provided by the WFM process and operational needs + Participates in the selection process and liaises with HR
Reporting
+ 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
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Minimum 4 years experience in a contact center environment
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2-3 years of experience in leading and influencing co-workers
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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
Why join arenaflex?
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Collaborate on work that impacts the world
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Surrounded by endless opportunities to learn new skills and grow in varied directions
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Embracing diversity in thought and contribution
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Committed to providing an equitable work environment
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Competitive compensation and benefits package
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Opportunities for career growth and professional development
How to apply
If you're a motivated and experienced leader looking for a new challenge, please submit your application through our website. We're an equal employment opportunity and affirmative action employer, committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance or an accommodation, please let us know by completing this form.
Apply now and join our team at arenaflex!
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