At arenaflex, a leading Electronic Money Institution (EMI) authorised by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, we operate in 140 countries and over 25 industries. Offering multicurrency IBANs, merchant solutions, and mass payment options, arenaflex provides premium and convenient payment services. With all features available through one platform and contract, arenaflex is a preferred solution for local and international payments.
**Join Our Dynamic Team**
As a Customer Support Team Lead at arenaflex, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team. If you are a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you.
**Key Responsibilities**
As a Customer Support Team Lead, you will be responsible for:
Team Leadership and Management
* Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service
* Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge
* Foster a positive and collaborative team culture that emphasizes accountability and a customer-centric approach
* Implement required staff rotations, hiring, and lay-offs based on updated performance metrics
Customer Experience Strategy
* Identify opportunities to enhance the customer experience through innovative support solutions and process improvements
* Implement strict SLAs for customer service requests processing and develop functional QA monitoring mechanisms
* Analyze customer feedback and support metrics to identify trends, internal issues, and areas for improvement
Operational Excellence
* Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs
* Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals
* Quality assurance and ongoing improvement
* Implement tools, technologies, and workflows to optimize support processes and enhance productivity
Cross-functional Collaboration
* Collaborate closely with other departments, including product development via DTO, Sales/Account Management, and Compliance to ensure a seamless customer experience across all touchpoints
* Oversee essential customer requests and inquiries from Compliance and Account Management teams
* Act as a customer advocate within the organization, representing the customer's voice in decision-making processes and product development initiatives
Your Additional Responsibilities
* Contribute to the sales expansion and strategy
* Acquire new B2B clients by growing, maintaining, and leveraging warm leads, converting them into sales opportunities
* Identify features of target business verticals in order to offer the most suitable solution for the potential client
* Prepare and organize sales materials, including presentations and proposals
* Present and pitch products to potential clients
* Schedule and attend meetings with potential clients to discuss their needs and introduce arenaflex's solutions
* Prepare offers, agreements, and invoices
* Work closely with Account managers, Support, Compliance, and Operations teams to support product enhancements and identify new business opportunities
* Work with CRM (Zendesk Sell)
* Provide periodic updates and report to the Head of Department
* Achieve weekly/monthly KPIs
**Essential and Preferred Qualifications**
* Experience in a similar managerial position on an international level
* Proven experience leading and motivating high-performing teams (7+ people)
* Ability to foster a positive and collaborative team culture
* Deep understanding of customer needs and expectations
* Ability to identify areas for improvement and implement innovative solutions
* Ability to develop and implement policies and procedures
* Proficiency in relevant software and tools (e.g., CRM systems, analytics tools)
* Financial and Business Acumen
**What We Offer**
At arenaflex, we believe in empowering our specialists to grow, contribute, and thrive in a dynamic FinTech environment. As a Customer Support Team Lead, you can expect:
Empowerment Through Professional Development
* Monthly investment in your English learning
* Yearly allocation for advancing your professional expertise
Unlock Your Potential
* Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance
* Performance reviews are anchored in KPIs, ensuring recognition is merit-based
Make a Lasting Impact
* Work on unique projects where your contributions can reshape company-wide processes
* Bring your ideas to the table and earn exceptional bonuses through our arenaflex Ideas Hub
Flexible and People-Centric Culture
* Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
* Days of paid sick leave annually, accommodating emergencies and medical needs
* Additional holidays aligned with your local calendar
Compensation & Incentives
* Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets
**Our Values**
At arenaflex, we live by principles that drive us to excellence:
Ownership & Initiative
* Specialists who take charge and make a difference
Collaboration & Communication
* Together, we achieve more by sharing ideas and insights
**Join Our Team Today**
If you are a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with arenaflex!
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