At arenaflex, we're on a mission to empower teams to unleash their full potential. As a leading player in the Software Development market, we're committed to delivering innovative solutions that make a real difference in people's lives. We're now seeking an experienced Customer Advocates Manager to join our team and help us take our customer service to the next level.
**About arenaflex**
arenaflex is a distributed-first company that values flexibility and work-life balance. Our team members can choose where they work – whether in an office, from home, or a combination of the two. This allows us to attract and retain top talent from all over the world. We're proud to be a company that prioritizes diversity, equity, and inclusion, and we're committed to creating a workplace culture that's welcoming and inclusive for everyone.
**The Role**
As a Customer Advocates Manager at arenaflex, you'll be responsible for overseeing the billing and licensing customer support department. Your primary goal will be to ensure that our team delivers the highest level of customer service possible. This will involve managing a team of customer advocates and team leads, handling daily operations, and seeking to improve and standardize different customer advocate processes in collaboration with relevant stakeholders.
**Key Responsibilities**
* Manage a team of customer advocates and team leads to ensure excellent customer service delivery
* Handle daily operations, including team stand-ups, workload distribution, target setting, and cross-team coordination
* Develop and implement processes to improve customer advocate efficiency and effectiveness
* Collaborate with stakeholders to identify areas for improvement and implement changes
* Recruit and onboard top-tier talent to grow the team and uphold a customer-first culture
* Handle customer escalations and work regularly with stakeholders from other continents
* Provide in-depth insights into operational customer service models and develop strategies to improve customer satisfaction
**Qualifications**
* Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role
* Bachelor's degree, preferably in Business Administration, Management, or a related field
* Excellent communication and interpersonal skills
* Strong problem-solving abilities and proficiency in customer service software and tools
* Strong leadership qualities, ability to work under pressure, and a customer-centric mindset
**Preferred Qualifications**
* Experience in a similar industry or with similar products/services
* Familiarity with CRM systems and practices
**More about You**
* You should have over 3 years of experience in effectively leading and inspiring high-performing customer service teams
* You should have demonstrated experience in coaching and developing people, managing an operations team, and possessing excellent analytical capabilities
* You should have a proven track record in coaching and cultivating individuals, possessing and demonstrating strong analytical skills
* You should have experience in steering projects aimed at enhancing operational efficiency, boosting customer satisfaction, and cultivating a proactive customer-centric environment
* You should operate daily with a sense of urgency to get things done
* A perfect candidate would have experience developing and scaling customer service teams from the ground up
**More about Our Team**
* Our Customer Advocate team is the first point of contact for our awesome customer base, and they dedicate their time to solving problems and improving relationships
* They work hard to analyze interactions and communication to ultimately improve our customers' purchasing experience
* Our team is passionate about delivering exceptional customer service and is always looking for ways to improve and innovate
**Compensation**
* At arenaflex, we strive to design equitable, explainable, and competitive compensation programs
* The baseline of our range is higher than that of the typical market range, but in turn, we expect to hire most candidates near this baseline
* Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience
* In the United States, we have three geographic pay zones:
+ Zone A: $138,200 - $165,800
+ Zone B: $124,400 - $149,300
+ Zone C: $114,700 - $137,600
* This role may also be eligible for benefits, bonuses, commissions, and equity
**Our Perks & Benefits**
* At arenaflex, we offer a variety of perks and benefits to support you, your family, and to help you engage with your local community
* Our offerings include health coverage, paid volunteer days, wellness resources, and so much more
* Visit go.arenaflex.com/perksandbenefits to learn more
**About arenaflex**
* At arenaflex, we're motivated by a common goal: to unleash the potential of every team
* Our software products help teams all over the planet, and our solutions are designed for all types of work
* Team collaboration through our tools makes what may be impossible alone, possible together
* We believe that the unique contributions of all arenaflexians create our success
* To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status
* All your information will be kept confidential according to EEO guidelines
**To Learn More**
* To learn more about our culture and hiring process, visit go.arenaflex.com/crh
If you're passionate about delivering exceptional customer service and have a proven track record of leading high-performing teams, we want to hear from you! Apply now to join our team as a Customer Advocates Manager at arenaflex.