Join arenaflex, a leading marketing software company, as we continue to revolutionize the way small businesses market themselves. As a Customer Service Team Lead, you will be at the forefront of delivering exceptional customer experiences, driving team success, and shaping the future of our Service department. About arenaflex arenaflex is a fast-paced, results-oriented company that values collaboration, open communication, and a healthy work-life balance. With over a decade of experience and 300+ employees spread across the globe, we're building a winning team of A+ players who are passionate about delivering excellence in customer service. Our commitment to diversity, equity, and inclusion fosters an environment where everyone can contribute to our mission in their unique ways. Our Culture At arenaflex, we believe that work should be both engaging and challenging, mixed with a good sense of humor. We invest in motivated, successful individuals and watch them succeed both inside and outside of work. Our goal is to create a workplace where everyone feels valued, respected, and empowered to grow. Our Commitment to Diversity, Equity, and Inclusion arenaflex is dedicated to fostering an environment that allows everyone to contribute to our mission in their unique ways. We believe that diversity propels innovation, and we're continually finding ways to cultivate a commitment to diversity and inclusion in our employees, services, and products. 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, dental, vision, health savings account (HSA), flexible spending accounts (FSA), company-paid life insurance, accidental death & dismemberment (AD&D) coverage, short & long-term disability coverage, and 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 payday with same-day deposit * Internet & gym reimbursement * Work computer equipment provided to help you succeed About the Role We're seeking a highly skilled and motivated Customer Service Team Lead to become an integral part of our team. This role is pivotal to the success of our company, serving as the primary management contact for our Customer Service Representatives and the initial point for client escalations. As a Team Lead, you will be accountable for the success of your team and the overall Service department. Primary Responsibilities & Expectations * Handle and resolve complex escalations with professionalism and efficiency * Facilitate training sessions and knowledge updates for the team * Update and maintain the knowledge base to ensure information is current * Address complex customer service inquiries and provide solutions * Perform spot checks on tickets and provide coaching to Customer Service Representatives * Review backlogs and distribute tickets appropriately * Model and mentor team members to meet Key Performance Indicators (KPIs), acting as a motivator and exemplar * Demonstrate flexibility and a willingness to assist with any task * Record and maintain detailed notes about interactions with customers * Report bugs and issues on platforms to developers * Collaborate and coordinate with internal departments to ensure client satisfaction * Exhibit patience, empathy, and understanding in all communications * Perform all other duties as assigned Skills and Qualifications * 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. How to Apply If you're a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Join arenaflex and be part of a dynamic, supportive environment that values growth, innovation, and teamwork. Apply Now! Equal Opportunity Employer arenaflex is an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact
[email protected]. Learn More Visit our website at arenaflex.com/about-us to learn more about what it's like to work at arenaflex and our commitment to diversity, equity, and inclusion. Apply for this job