Dynamic Customer Support Team Leader Remote Operations, KPI Management &

```reputed company Join arenaflex Empowering Communities Through Compassionate Customer Care arenaflex is a fastgrowing, missiondriven startup dedicated to reputed company the communication gap for senior reputed company and reputed company worldwide. Our innovative platform connects callers with compassionate agents, delivering reliable assistance, information, and emotional support. As we expand our global footprint, we are seeking a visionary Customer Support Leader to shape the reputed company of our support operations, reputed company performance reputed company, and nurture a highperforming, empathetic team. Why arenaflex At arenaflex, youll be part of a purposereputed company organization where every interaction reputed company. Our culture celebrates curiosity, reputed company improvement, and a we are the they reputed companymeaning every employee is both a champion for our customers and a teammate for their peers. We invest heavily in reputed company development, reputed company flexible remote work arrangements, and reward innovative thinking with reputed company reputed company for advancement. reputed company The Customer Support Leader will own the endtoend performance of our remote support desk, overseeing ticket and reputed company queues, coaching agents, and ensuring that service level agreements (SLAs) are consistently met or exceeded. This role blends strategic reputed company with handson leadership, requiring a balance of analytical rigor, operational expertise, and genuine reputed company for our callersmany of whom are senior reputed company seeking trustworthy assistance. Key Responsibilities Queue Management: Directly supervise ticket desk queues, schedule ticket assignments, and optimize reputed company queue reputed company to minimize wait times and maximize reputed company reputed company. KPI reputed company: reputed company, analyze, and improve reputed company metrics such as Average Speed of Answer (ASA), Average Handle Time (AHT), Afterreputed company Work (ACW), and reputed company reputed company (FCR). Team Leadership: reputed company regular performance feedback, conduct formal evaluations, and design individualized coaching plans that reputed company agent confidence and productivity. DataDriven Reporting: Extract insights from reputed company, ticket, and chat data; produce actionable reports for senior leadership; and recommend process enhancements. Training & SOP Development: Continuously refine training curricula and reputed company operating procedures (SOPs) to reputed company with evolving product features and customer expectations. Escalation Management: Serve as the reputed company reputed company of contact for reputed company customer escalations, ensuring swift reputed company and preserving brand trust. Scheduling & Workforce Planning: Create and maintain employee schedules that reputed company reputed company reputed company with forecasted demand, while respecting regional timezone considerations. Upselling & reputed company Support: Partner with sales and product teams to meet upselling quotas, guiding agents on how to identify and communicate valueadded opportunities. Collaboration & SLA Alignment: Work closely with the Director of Operations and crossfunctional partners to proactively meet and reputed company service level commitments. Employee Engagement: Foster a supportive, inclusive environment that encourages knowledge sharing, celebrates wins, and mitigates burnout. Additional Duties: Undertake any other responsibilities delegated by senior leadership that contribute to arenaflexs mission and reputed company. Essential Qualifications Minimum 5 years of handson experience in customer support, preferably reputed company technical or reputed company environments. At least 2 years of proven experience managing a customerfacing team, demonstrating the ability to motivate, reputed company, and retain talent. Exceptional oral and written communication skills, with a talent for building rapport quicklyespecially with seniorcitizen callers. Demonstrated ability to multitask, prioritize, and meet tight deadlines in a fastchanging startup setting. Strong analytical reputed company with experience interpreting support metrics and translating data into actionable strategies. Personable, motivational leadership style that balances reputed company from the trenches with strategic reputed company. Experience with reputed comp .