Customer Experience Supervisor – Remote Opportunity at arenaflex

As a Customer Experience Supervisor at arenaflex, you will play a pivotal role in shaping the customer experience for our community of users. arenaflex is a pioneering platform that invites people to find, share, and book the most magical spaces in the world. Since 2014, our community has been opening the door to thousands of spaces – from lofts and mansions to storefronts and studios – helping people to create one-of-a-kind experiences that would not be possible elsewhere. With over 5 million people welcomed into an arenaflex location, we're looking for a dedicated individual who wants to help us reach the next 50 million.

About arenaflex

arenaflex is a remote-first company with team members located in cities around the globe. We're proudly certified as a Great Place to Work™ and are committed to creating a diverse, equitable, and inclusive workplace where all team members feel empowered to blaze their own trail, make things happen, and take pride in their work. Our mission is to provide a platform that inspires creativity, fosters connection, and brings people together from different backgrounds and identities.

Key Responsibilities

As a Customer Experience Supervisor at arenaflex, you will be responsible for:

• Ownership over strategic areas of CX: You will be the owner of one or more ongoing strategic areas of customer experience, such as Dispute Resolution, Learning & Development, and Customer Outreach.
• De-escalating disputes: You will de-escalate and mediate disputes between users and other escalations, providing clear, concise, and helpful guidance and responses to time-sensitive escalations.
• Providing performance feedback and career development opportunities: You will provide regular performance feedback and career development opportunities for team members, driving them to meet and exceed metric expectations.
• Ensuring employee engagement: You will ensure employee engagement by developing a trusting, accountable team and helping to plan training sessions.
• Determining best tools for team success: You will determine the best tools available for team success and develop processes & guidelines to help ensure consistent processes are followed by all team members.
• Analyzing data trends and providing recommendations: You will run weekly KPI reports, analyze results, and provide improvement recommendations based on data trends.
• Cross-functional collaboration: You will collaborate across the organization, presenting in team and all-company meetings.
• Assisting in retrospective investigations: You will assist in retrospective investigations of escalations and help identify areas for process improvement.

Skills and Qualifications

To be successful in this role, you will need:

• Problem-solving skills: You will be able to solve complex problems and provide creative solutions.
• Excellent written and verbal communication: You will have excellent written and verbal communication skills, with attention to detail and grammar.
• Strong critical thinking skills: You will have strong critical thinking skills, able to analyze complex information and make informed decisions.
• Ability to multitask and delegate: You will be able to multitask and delegate tasks effectively, prioritizing tasks and managing your time efficiently.
• Inspiring and motivating others: You will be able to inspire and motivate others, providing guidance and support to help them grow and develop.
• Working knowledge of Google Drive, Zendesk, and Intercom: You will have a working knowledge of Google Drive, including Sheets and Slides, as well as Zendesk and Intercom.
• SQL skills: You will have basic SQL skills, able to analyze and interpret data.
• Ability to work independently: You will be able to work independently, providing guidance and support to team members when needed.
• Sense of humor and ability to work with others: You will have a sense of humor and enjoy working with others, able to build strong relationships and collaborate effectively.
• Discretionary decision-making: You will be able to consistently and objectively apply guidelines and make discretionary decisions when faced with difficult decisions.
• 3+ years of experience in Customer Service/Support/Experience: You will have at least 3 years of experience in customer service, support, or experience.

Career Growth Opportunities and Learning Benefits

As a Customer Experience Supervisor at arenaflex, you will have opportunities to:

• Develop your skills and knowledge: You will have access to training and development opportunities, including workshops, webinars, and conferences.
• Take on new challenges: You will have the opportunity to take on new challenges and responsibilities, growing and developing your skills and expertise.
• Collaborate with cross-functional teams: You will have the opportunity to collaborate with cross-functional teams, working with different departments and stakeholders to achieve common goals.
• Contribute to the growth and development of arenaflex: You will have the opportunity to contribute to the growth and development of arenaflex, helping to shape the customer experience and drive business success.

Work Environment and Company Culture

arenaflex is a remote-first company, with team members located in cities around the globe. We're proud to be certified as a Great Place to Work™ and are committed to creating a diverse, equitable, and inclusive workplace. Our company culture is built on the values of:

• Collaboration: We believe in working together to achieve common goals and drive business success.
• Innovation: We believe in embracing new ideas and approaches, always looking for ways to improve and innovate.
• Customer focus: We believe in putting our customers at the heart of everything we do, providing exceptional experiences and building strong relationships.
• Diversity and inclusion: We believe in creating a workplace that is diverse, equitable, and inclusive, where all team members feel valued and empowered to contribute.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary range of $73,000 to $78,000, depending on experience, skills, and abilities. We also offer a range of benefits and perks, including:

100% employee coverage of medical, dental, and vision insurance

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$500 annual professional development allowance

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Discount on all arenaflex bookings

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Laptop, high-res display, and stipend to set up home office

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Monthly cell phone and internet credit

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Coworking membership if needed (in lieu of home office)

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Access to the arenaflex network of inspiring spaces to do your best work

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Flexible take it as you need it time off policy

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Wellness Fridays observed company-wide

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Biannual in-person, all-company offsites and team-building events

Diversity and Inclusion

arenaflex is committed to creating a diverse, equitable, and inclusive workplace. We believe that bringing people together from different backgrounds and identities makes us stronger and better serves the arenaflex community. We encourage applicants from different backgrounds, locations, and experiences to apply.

How to Apply

If you're passionate about customer experience and want to join a dynamic and innovative company, apply now! We can't wait to hear from you. Apply for this job