Experienced Team Lead, Customer Support - Leading and Managing High-Performing Teams in a Dynamic and Global Environment

Introduction to arenaflex

arenaflex is the world's digital infrastructure company, operating over 260 data centers across the globe. As a leader in the digital infrastructure space, arenaflex enables organizations to access all the right places, partners, and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences, and multiply their value, while supporting their sustainability goals. At arenaflex, we believe in the power of collaboration and the importance of providing an equitable work environment that is foundational to our core values as a company and vital to our success.

Job Summary

The Team Lead, Customer Support is a critical role at arenaflex, responsible for leading and managing a team of customer support agents who provide exceptional service in local languages and English. This role involves ensuring the delivery of high-quality support to customers while maintaining operational efficiency. The Team Lead plays a crucial role in team management, performance improvement, and process optimization, and actively supports team members in handling customer inquiries, requests, orders, issues, and escalations.

Key Responsibilities

• Provides support for SMEs and escalated customer requests, inquiries, and/or questions through email, phone, or live chat
• Responsible for understanding and improving customer satisfaction scores for their overall team
• Provides day-to-day and escalation support for all levels of agents related to customer requests, inquiries, and/or questions through email, phone, or live chat
• May also take contacts from customers in the form of phone, email, and chat
• Provides customer experience recommendations to cross-functional teams, such as Customer Success Management, Customer Support Quality Assurance, IBX Operations, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements

Management Responsibilities

• Performance management based on KPIs
• 1:1 coaching and development and performance improvement planning
• Provides performance coaching and feedback results to their teams
• Coach and mentor teams through side-by-side support, escalation support
• Plans, monitors, and reports on team performance

Planning and Service Level Management

• Manages the operation in real-time and takes corrective actions to protect the service (queue and productivity management)

Process Improvement and Management

• Directs team on adopting process and procedure changes
• Recommends alterations and identifies areas to improve for processes that they manage
• Participates in the development and improvement of processes while working with other cross-functional teams
• Has an expert understanding of the service desk process and the ability to articulate it in any situation

Business Systems and Technology

• Uses expert knowledge of business systems to identify issues and gaps in GSD business systems (e.g., SFDC, AWS Connect, CSC, ECP)
• Reports and triages system issues to the proper channels

Projects and Cross-Functional Discussions

• Participates in projects and represents own area of responsibility/expertise
• Serves as a Point of Contact for other cross-functional teams in matters requiring immediate assistance or operational clarifications
• Proactively provides feedback to other cooperating teams and develops cross-functional linkages

Recruitment and Selection

• Suggests new hires based on/provided by the WFM process and operational needs
• Participates in the selection process and liaises with HR

Reporting and Analytics

• Prepares and presents regular business review reports on team performance metrics, customer and agent trends and insights, and operational efficiency to leadership
• Analyzes trends in agent and customer feedback and provides insights for continuous improvements

Essential Qualifications

To be successful in this role, you will need:

• Minimum 4 years of experience in a contact center environment
• 2-3 years of experience in leading and influencing co-workers
• Bachelor's degree in Business, Communications, or a related field preferred
• Strong leadership and people management skills, with the ability to motivate and inspire a team
• Excellent knowledge of contact center operations, best practices, and customer service principles
• Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
• Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools
• Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively
• Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably)
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required by the contact center's operational needs
• Fluency in written and spoken English C1

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience working in a global contact center environment
• Knowledge of IT service management frameworks and processes
• Experience with project management and process improvement methodologies
• Certifications in customer service, contact center management, or related fields

Skills and Competencies

To succeed in this role, you will need to demonstrate the following skills and competencies:

• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and decision-making abilities
• Ability to analyze data and provide insights for continuous improvements
• Strong knowledge of contact center operations and customer service principles
• Ability to work collaboratively with cross-functional teams

Career Growth and Development

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Team Lead, Customer Support, you will have access to:

• Training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A collaborative and dynamic work environment that encourages innovation and creativity
• A culture that values diversity, equity, and inclusion

Work Environment and Company Culture

At arenaflex, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on the values of:

• Collaboration and teamwork
• Innovation and creativity
• Diversity, equity, and inclusion
• Customer-centricity and a passion for delivering exceptional customer experiences

Compensation and Benefits

arenaflex offers a competitive compensation and benefits package, including:

• A salary range that reflects your experience and qualifications
• A comprehensive benefits package, including health, dental, and vision insurance
• A 401(k) retirement savings plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development

Conclusion

If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Team Lead, Customer Support at arenaflex, you will have the opportunity to lead and manage a high-performing team, develop your skills and knowledge, and contribute to the success of our organization. Apply now to join our dynamic and inclusive team and take your career to the next level!