Experienced Technical Care Tier 2 Manager – Kuiper Customer Support

At arenaflex, we're revolutionizing the way people connect with the world. Our Project Kuiper initiative is a groundbreaking effort to bring fast, affordable broadband to underserved communities globally. As a key member of our Kuiper Customer Support team, you'll play a vital role in delivering exceptional support to our customers, driving customer satisfaction, and shaping the future of our company.

About arenaflex and Project Kuiper

arenaflex is a leader in innovative technologies, and our Project Kuiper is a testament to our commitment to bridging the digital divide. With a constellation of 3,236 satellites in low Earth orbit (LEO), we're poised to bring fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and organizations operating in areas without reliable connectivity. Our mission is to close the digital divide and deliver exceptional customer experiences.

Job Summary

We're seeking an experienced Technical Care Tier 2 Manager to lead our Kuiper Customer Support team. As a key member of our Global Operations team, you'll oversee a group of specialized agents tasked with resolving complex customer issues and escalations. You'll develop customer-centric solutions, identify emerging issues and trends, and contribute to process refinements and product improvements that drive continuous growth.

Key Responsibilities

* Lead and motivate a team of Tier 2 Kuiper Technical Care Agents (TCAs) to deliver exceptional support to Kuiper B2C, SMB, and Distribution partners while achieving performance targets.

• Provide ongoing coaching, training, and feedback to team members to enhance their skills and capabilities.
• Oversee daily operations of the customer service department, including managing inbound inquiries and resolving customer issues.
• Handle escalated customer inquiries or complaints with professionalism and empathy, seeking resolution to ensure customer satisfaction.
• Develop and implement strategies to improve efficiency, productivity, and customer satisfaction levels.
• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.
• Conduct regular audits of customer interactions and provide feedback for improvement.
• Collaborate with other departments, such as Learning and Development, Field Support, and Outsource Partners to ensure alignment and coordination in delivering a seamless customer experience.
• Maintain accurate records of customer interactions, transactions, and inquiries using the arenaflex CRM system and trouble ticketing tools.
• Monitor and analyze key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.

A Day in the Life

As a Technical Care Tier 2 Manager, you'll oversee a team of specialized agents tasked with resolving complex customer issues and escalations. You'll work closely with internal and external stakeholders to develop customer-centric solutions, identify emerging issues and trends, and contribute to process refinements and product improvements that drive continuous growth. Your team will serve as the primary identifier of emerging issues and trends affecting Kuiper customer satisfaction, while contributing to process refinements and product improvements that drive continuous improvements.

About the Team

Global Operations is part of the Worldwide Consumer team at arenaflex. Our mission is to plan, develop, and execute strategies to launch and operate Kuiper services globally through multiple distribution channels. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country-level teams develop business models, local and regional partnerships, and fixed service operations in service-enabled countries.

Basic Qualifications

* High school diploma or equivalent required

• 5+ years in Customer Service
• 2+ years managing associates
• Experience with Windows Operating Systems and Microsoft Outlook
• Strong leadership and interpersonal skills, with the ability to inspire and motivate team members
• Excellent verbal and written communication skills with a customer-centric approach
• Problem-solving skills with a focus on finding practical and effective solutions
• Ability to handle escalated customer inquiries or complaints with professionalism and empathy
• Proficiency in using CRM software and other relevant tools to track and manage customer interactions
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
• Results-oriented, have high integrity, and a desire to be part of a world-class, rapidly expanding company
• Experience pulling and reporting data from numerous databases (using Excel, Access, and/or other data management systems)

Preferred Qualifications

* Bachelor's degree

• Proven examples of the ability to successfully support contact operational teams with diverse stakeholders with a high level of quality
• Technical acumen and experience working with technical / development teams
• Multi-lingual capabilities are a plus

Work Environment and Culture

arenaflex is committed to a diverse and inclusive workplace. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers arenaflexians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Compensation and Benefits

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $84,100/year in our lowest geographic market up to $188,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.

Export Control Requirement

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

How to Apply

If you're a motivated, talented, and customer-obsessed individual who is eager to build and improve the experience of Kuiper customers, we encourage you to apply for this exciting opportunity. Please visit our career site to submit your application. Apply for this job