**Experienced Customer Experience Team Lead – Driving Operational Excellence and Customer Satisfaction at arenaflex**

As a seasoned leader in customer experience, you have a unique opportunity to join arenaflex, a pioneering e-commerce company revolutionizing the way people shop, discover, and connect with each other. arenaflex is the largest livestream shopping platform in North America and Europe, offering a vast array of products, from fashion and beauty to rare collectibles and live plants. Our mission is to create a community-driven marketplace where everyone can turn their passion into a business and connect with like-minded individuals. **About arenaflex** arenaflex is a fast-paced, rapidly changing environment that requires bold, forward-thinking problem solvers. We're a remote co-located team, inspired by innovation and anchored in our values. With hubs in the US, UK, Ireland, Poland, and Germany, we're building the future of online marketplaces – together. Our live auctions have something for everyone, and we're just getting started! **The Role** As a Customer Experience Team Lead at arenaflex, you will be responsible for driving the best possible user experience through process improvement, order management, and problem-solving. You will lead a team of agents, ensuring they dig into every ticket to the lowest level of detail to solve customer issues and provide critical user insights to the business. You'll take those insights and make arenaflex 1% better every day by partnering with cross-functional teams to fix gaps in our product or experience that negatively impact our customers. **Key Responsibilities** * Lead team performance and drive results in team productivity, quality, and customer experience * Manage, coach, encourage, and be responsible for the performance and culture of a team of agents * Maintain functional knowledge of, and act as a subject matter expert of processes, product, and projects related to day-to-day operations * Drive accountability on policies and other guidelines * Create new and use existing reporting to identify areas to improve performance metrics and productivity * Build a culture of insights generation to improve product, process, experience, and overall business by reviewing Sigma & Zendesk metrics regularly * Identify and report on trends early and often * Partner with training and content to reinforce compliance with new launches, processes, and policies * Address and resolve critical issues from partners and other teams * Identify and call out areas of opportunity for arenaflex, helping improve or develop new processes to improve the user experience and business by understanding customer needs * Other ad-hoc project work as the business requires **You** We're looking for a hungry individual with a growth mindset, willing to take on any role or task, learn new skills, and be a part of building a great company. A customer service mentality with a passion to reach the best possible outcome is essential. Here's what we're hoping to see in your background: * 5+ years of support operations experience managing support KPIs such as CSAT * A leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance * Driven operational excellence, quality improvements, and performance-managed multiple agents * Analytical and data-driven, with experience distilling large data sets to actionable insights * An owner, always looking for opportunities to better your work, team, product, or customer experience * Comfortable making tough decisions that balance the trade-off between quality and quantity * Knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets (Knowledge of SQL preferred) * Experience in startups, marketplaces, or e-commerce (preferred) * Worked within multichannel support operations (chat, email, sms, phone) * Familiarity with working with large, diverse customer support, and operations organizations (preferred) * The flexibility to occasionally work shifts, holidays, and outside of standard schedule **Benefits** arenaflex offers a comprehensive benefits package to support your well-being and career growth: * Flexible Time off Policy and holiday pay for working company-wide Holidays (including a spring and winter break) * Health Insurance options including Medical, Dental, Vision * Work From Home Support + Home office setup allowance + Monthly allowance for cell phone and internet * Care benefits + Monthly allowance for wellness + Annual allowance towards Childcare + Lifetime benefit for family planning, such as adoption or fertility expenses * Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally * Monthly allowance to dogfood the app + All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!) * Parental Leave + 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence. **Equal Opportunity Employer** arenaflex is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. If you're a motivated and results-driven leader with a passion for customer experience, we encourage you to apply to this exciting opportunity. Join arenaflex and be part of shaping the future of e-commerce! Apply for this job