Experienced Customer Success Quality Assurance Manager – Driving Excellence in Customer Support

At arenaflex, we're revolutionizing the way people pay rent, making it more flexible and affordable. As a growth-stage FinTech company, we're committed to empowering renters with the flexibility they need to manage their finances effectively. We're now seeking an experienced Customer Success Quality Assurance Manager to join our team and help us maintain the highest standards of customer support.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the face of rent payments. Our mission is to provide a seamless and flexible experience for our users, and we're looking for talented individuals who share our vision. With a strong focus on customer satisfaction and loyalty, we're committed to building a team that's passionate about delivering exceptional support.

Job Summary

As a Customer Success Quality Assurance Manager, you'll play a critical role in ensuring that our customer support services meet the highest standards of excellence. You'll be responsible for overseeing and improving the quality of our customer support interactions, including email, chat, chatbot, phone, and other communication channels. This role will be an active member of the CS management team, contributing to the innovation and continuous improvement of our Customer Success function.

Key Responsibilities

* Review, update, and manage a comprehensive quality assurance program for customer support interactions, including email, chat, chatbot, phone, and any other communication channels.

• Manage quality for internal arenaflex Customer Success Teams
• Design and implement quality programs for AI tools such as chatbots and automations.
• Conduct ongoing monitoring and evaluation of customer success interactions to assess performance against established quality standards and KPIs
• Maintain a dynamic set of QA rubrics to measure performance
• Use AI QA software to review interactions, identify sentiment and quality issues, and take corrective action via QA process
• Closely work with CS management to help deliver coaching feedback focused on continuous improvement
• Working with BPO Training and QA managers to improve training and QA programs.
• Provide regular feedback via evaluations that CS managers can then use to provide coaching to customer success representatives, thereby improving agent performance, communication skills, and adherence to company policies and procedures
• Analyze QA data to identify trends, areas for improvement, and training needs. Provide insights and recommendations for process enhancements
• Generate regular reports on quality assurance results and share findings with management and the customer success team
• Collaborate with the customer success team and other relevant departments to implement process improvements based on QA findings
• Ensure that customer success representatives adhere to regulatory requirements, company policies, and industry best practices
• Monitor and analyze customer feedback, complaints, and survey data to identify opportunities for improving customer satisfaction and service quality

Qualifications

* Proven experience in quality assurance or quality control, with a focus on customer support interactions

• 3+ years of experience working as part of a high-volume B2C Customer Support Management team
• Strong analytical and problem-solving skills
• Excellent communication and coaching skills
• Knowledge of customer success best practices, industry standards, and regulations
• Proficiency in using quality assurance and monitoring tools and coaching platforms
• Ability to work collaboratively with cross-functional teams
• Strong attention to detail and a commitment to maintaining high-quality standards
• Previous management or leadership experience is a plus

Compensation and Benefits

arenaflex offers a competitive salary range of $85,000-$105,000 in base salary, commensurate with the candidate's experience aligned with our internal leveling guidelines and benchmarks. We also offer a comprehensive benefits package, including:

• 100% company-paid medical, dental, and vision
• 401(k) + company stock options
• Unlimited paid time off with a PTO minimum + 13 company-paid holidays
• Parental leave
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free arenaflex subscription

Life at arenaflex

We're a dynamic and inclusive team that values diversity, empathy, and self-awareness. Our HQ is located in New York City, but we have employees located throughout the US, Australia, and South America. We're growing quickly, but deliberately, with a focus on building an inclusive culture. Our team has incredible perspectives to share, and we take great pride in being an equal opportunity workplace.

How to Apply

If you believe you have what it takes to join our team and drive excellence in customer support, submit your application without delay. We're keen to hear from talented candidates like you. Apply To This Job Apply for this job