Experienced Customer Support Team Lead – Asia Pacific Region

At arenaflex, we're on a mission to break down language barriers and empower individuals and businesses to communicate more effectively. As a global leader in Language AI, we're constantly innovating and expanding our products to meet the evolving needs of our customers. We're now seeking an experienced Customer Support Team Lead to join our Asia Pacific Region team and help us deliver exceptional customer experiences.

About arenaflex

arenaflex is a global communications platform powered by Language AI. Since 2017, we've been on a mission to make language barriers a thing of the past. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind, enabling over 100,000 businesses to transform communications, reach new markets, and improve productivity. We're committed to building products that drive better communication, foster connections, and make a real-life impact.

What sets us apart

What sets arenaflex apart is our unique blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. We're a diverse and internationally distributed team with people from over 90 nationalities, and we're growing fast. Our global presence is expanding, with employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.

What will you be doing at arenaflex?

As our Customer Support Team Lead in the Asia Pacific Region, you'll be responsible for leading a team of Support agents across multiple locations in Asia. Your primary goal will be to ensure operational efficiency, quality, and achievement of both departmental KPIs and company objectives. You'll contribute to the development and implementation of regional strategies, represent Support on the regional leadership team, and provide regular communication with senior management.

Your responsibilities

* Provide leadership, support, and guidance to Support agents across multiple locations in Asia

• Contribute to the development and implementation of regional strategies
• Represent Support on the regional leadership team and maintain regular communication with senior management
• Represent Asia within the larger Global Support team and provide regional ownership and updates
• Support your team in their day-to-day work, unblocking any challenges they may have
• Own the hiring and interviewing of new team members
• Help your team members improve their productivity and efficiency
• Build and maintain a great culture within the team
• Assist with training and onboarding of new starts
• Help your team members with their skills and career development
• Hold regular 1:1s with your team members and run and manage the weekly team meetings
• Utilize our data dashboards to anticipate customer and team trends
• Work to identify opportunities to improve team performance and efficiencies
• Own and collaborate on projects to support the delivery of department OKRs
• Partner cross-functionally to help with the delivery of projects and process improvements

About you

* You're a passionate customer support leader with 5+ years of experience working in a support team and a leadership level

• You have strong communication skills in both Japanese and English (written and verbal)
• You're happy to come into the office 3 days a week
• You thrive in ambiguity and are comfortable navigating through change
• You're empathetic and understanding of others' needs and actively show an interest in coaching and leadership
• You're able to look at data to understand and interpret issues ahead of time
• Your proactive nature and willingness to try new things help you to master ambiguous situations

What we offer

* Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people from over 90 nationalities

• Open communication, regular feedback: we value the importance of clear, honest communication and believe that leading with empathy and growth mindset makes us better together
• Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week
• Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings to company-wide events
• Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about
• 20 days of annual leave: we value your peace of mind and offer 20 days off (excluding public holidays)
• Competitive benefits: we've crafted our benefits package to reflect the diversity of our team and tailored it to align with your unique location

We are an equal opportunity employer

You are welcome at arenaflex for who you are – we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It's in our diversity that we will find the power to break down language barriers in the world. If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At arenaflex, it's all about the value you bring and the growth we can foster together. Go ahead, apply – let's discover your potential together. We can't wait to meet you! Apply for this job