Experienced Customer Support Team Lead – Delivering Exceptional Service in a Fast-Paced Environment

Are you a customer-obsessed leader with a passion for delivering world-class support? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex, a dynamic and innovative company revolutionizing the $800B trucking industry. As an Experienced Customer Support Team Lead, you'll play a vital role in shaping the customer experience, driving process improvements, and collaborating across teams to achieve exceptional results.

About arenaflex

arenaflex is a fast-growing marketplace business dedicated to transforming the trucking and logistics industry by leveling the playing field for owner operators and small fleets. With a talented team hailing from top companies like Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm, and Brex, we're backed by top-tier venture investors and included in the Forbes Fintech 50 list. Our mission is to make a real daily impact by delivering innovative fleet fuel management solutions.

Position Overview

As a Customer Support Team Lead, you'll be at the heart of arenaflex's mission, guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. You'll play a vital role in helping small trucking businesses thrive by ensuring our agents are equipped, motivated, and empowered to resolve issues quickly and effectively. This is a hands-on leadership role where you'll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience.

Key Responsibilities

* Be obsessed with improving the arenaflex customer experience, driving industry-leading customer satisfaction

• Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly
• Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets
• Monitor calls, emails, chats, and other customer-facing interactions for quality assurance and deliver frequent agent feedback
• Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity, and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experience
• Be an exemplary role model for the team, living out our values and modeling agent best practices
• Serve as a deep subject matter expert on the arenaflex product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability
• Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes

Experience and Qualifications

* 3+ years in a leadership or supervisory role directly managing and developing customer support agents

• 4+ years in remote customer support role within fintech or tech startup environments
• Bilingual: Fluency in both English and Spanish preferred
• Experience using customer support tools and platforms (e.g., Zendesk, Intercom, or similar ticketing system)
• Prior experience managing projects or process improvement initiatives
• A true passion for customers and delivering world-class service
• Outstanding communication skills, both verbal and written
• A clear vision of what excellence looks like, and you bring the experience to build it
• You're a natural leader who inspires and motivates those around you
• You're a builder who isn't satisfied with maintaining the status quo
• You are energetic, self-motivated, self-starting, and self-assured
• You are a multitasker with a high sense of urgency
• You love fast-paced environments with an "all hands on deck" approach
• You're humble and eager to learn with a no-task-too-small mindset
• You enjoy using your sleuthing skills to problem-solve on behalf of customers

Perks and Benefits

* A committed team on a mission to change a massive industry for the better

• A high bar for quality and commitment to self-improvement
• An open mind to new ideas and methodologies
• Competitive salary and benefit options
• Opportunities and support for major career growth

Compensation

The salary range for this role is $60,000 - $70,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation. This position may also be eligible for additional incentives such as equity awards or short-term incentives. Our benefits include medical/dental/vision insurance, 401(k) with company match, WFH stipend, and PTO.

Shifts

We are currently hiring for the following shifts:

• 5 days a week, 8 hours per shift: Sunday-Thursday - 4am-12pm PST/7am-3pm EST
• 5 days a week, 8 hours per shift: Tuesday-Saturday - 4am-12pm PST/7am-3pm EST

Company Culture

At arenaflex, we're passionate about creating a work environment that's inclusive, supportive, and fun. We believe in:

• Being Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do
• Making it Count: Act like an owner by focusing on the impact of your work
• Finding a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates
• Sweating the Details: We keep our standards high and achieve them by paying attention to every detail
• Being Curious: Use a growth mindset to question assumptions, take calculated risks, and stretch the boundaries of what's possible

Ready to Join the arenaflex Team?

If you're a customer-obsessed leader with a passion for delivering world-class support, we invite you to apply for this exciting opportunity. Don't miss the chance to join a dynamic and innovative company that's revolutionizing the trucking industry. Apply now and take the first step towards a rewarding career with arenaflex! Apply for this job