Experienced Customer Support Supervisor – Lead a Team and Drive Exceptional Service in the i-Gaming Space
At arenaflex, we're revolutionizing the i-gaming industry with our cutting-edge technology and unwavering commitment to customer satisfaction. As a leading company in this dynamic space, we're seeking an exceptional Customer Support Supervisor to join our team and lead our customer support operations to new heights. If you're a seasoned leader with a passion for delivering top-notch support, we want to hear from you.
About arenaflex
arenaflex is a trailblazing company in the i-gaming space, dedicated to providing an unparalleled user experience for our customers across two major sites. Our fast-paced and dynamic environment is the perfect place for talented individuals who thrive in a culture of innovation and excellence. We're committed to exceeding expectations and setting new standards in customer satisfaction, and we're looking for a Customer Support Supervisor who shares our vision.
Key Responsibilities
As the Customer Support Supervisor at arenaflex, you'll oversee a team of customer support agents responsible for managing technical escalations, providing coaching and development, and ensuring excellent service delivery. Your key responsibilities will include:
- Supervising and leading a team of customer support agents handling inquiries for two i-gaming sites
- Managing technical escalations, ensuring timely and effective resolution of issues
- Providing coaching, development, and performance feedback to team members
- Monitoring and analyzing team performance metrics, implementing improvements as needed
- Providing weekly, monthly, quarterly, and annual updates regarding the performance of team members and the team
- Monitoring and supervising ticketing and live chat systems (e.g., Zendesk, Intercom, Freshdesk, Crisp) to manage customer interactions
- Staying informed about the i-gaming community, including slang and internet culture, to better understand and address customer needs
- Possessing knowledge of cryptocurrency or demonstrating a willingness to learn
- Adapting to sudden changes in direction and handling unexpected challenges with agility
- Being available during standard business hours in your region, with occasional weekend or night shifts as required
- Maintaining a strong focus on Customer Satisfaction and user experience, continuously seeking ways to improve service quality
Qualifications
To succeed as a Customer Support Supervisor at arenaflex, you'll need:
- Proven experience as a direct leader, supervisor, or team lead in a support or service team
- Experience managing technical escalations and coaching a team of at least 4 direct reports
- Proficiency with ticketing and live chat systems such as Zendesk, Intercom, Freshdesk, or Crisp
- Familiarity with the i-gaming space and its community, including slang and internet culture
- Knowledge of cryptocurrency or a willingness to learn
- Strong leadership, communication, and problem-solving skills
- Ability to work in a fast-paced, dynamic environment and handle sudden changes in direction
Why Join arenaflex?
* Be part of an innovative and growing company in the i-gaming space
- Lead a talented team and significantly impact our customer support operations
- Opportunity to learn and grow in a dynamic and fast-paced environment
- Contribute to a culture that prioritizes Customer Satisfaction and user experience
Benefits
As a valued member of our team, you'll enjoy:
- A competitive salary range of $65,000 - $85,000, with actual salaries varying based on factors such as location, experience, and skills
- Paid holidays and time off
- Full medical, dental, and vision insurance
- Voluntary life insurance
- Fully remote work environment
Schedule
* Monday to Friday
Application Question(s)
* Do you have experience in the i-gaming/gaming industry?
- Do you have experience with Cryptocurrency?
- Do you have experience managing a team?
Experience
* Intercom: 1 year (Required)
Work Location
* Remote If you're a seasoned leader with a passion for delivering exceptional customer support, we want to hear from you. Apply now to join our team and drive exceptional service in the i-gaming space.
What We Offer
At arenaflex, we're committed to providing a comprehensive benefits package that supports your physical, emotional, and financial well-being. Our benefits include:- Competitive Salary: A salary range of $65,000 - $85,000, with actual salaries varying based on factors such as location, experience, and skills
- Paid Holidays and Time Off: Enjoy paid holidays and time off to recharge and relax
- Full Medical, Dental, and Vision Insurance: Stay healthy and protected with our comprehensive insurance package
- Voluntary Life Insurance: Add an extra layer of protection for you and your loved ones
- Fully Remote Work Environment: Work from anywhere, at any time, with our flexible remote work policy
Our Culture
At arenaflex, we're passionate about creating a culture that prioritizes Customer Satisfaction and user experience. We believe in:- Empowering Our Team Members: We trust our team members to make decisions and take ownership of their work
- Continuous Learning and Growth: We encourage our team members to learn and grow with us, through training and development opportunities
- Collaboration and Communication: We believe in open and transparent communication, and we work together to achieve our goals
- Customer-Centric Approach: We put our customers at the heart of everything we do, and we strive to exceed their expectations