Experienced Team Lead, Customer Content Services – North America Overnight Operations

At arenaflex, we're dedicated to delivering exceptional customer experiences through our innovative solutions and services. As a Team Lead in our Customer Content Services team, you'll play a pivotal role in shaping the quality of service our customers receive and driving the long-term success of our team. If you're passionate about client success, have a strong work ethic, and are eager to lead in a team environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services that empower businesses to connect with their audiences and achieve their goals. Our team of experts is dedicated to delivering exceptional customer experiences through our cutting-edge products and services. We're committed to fostering a culture of innovation, collaboration, and continuous learning, and we're always looking for talented individuals to join our team.

Job Summary

As a Team Lead in our Customer Content Services team, you'll be responsible for providing internal advisory-level consulting expertise to our team of content editors and second-level external escalation support to our clients. You'll work closely with our editors to ensure that client content is handled in a timely manner, and you'll be the primary escalation point for our Inside and Enterprise Sales teams. You'll also be responsible for managing workflow, prioritizing timely copy, and staging, processing, and QAing critical and timely copy as necessary.

Key Responsibilities

• Product Expertise: You'll be the go-to resource for all of arenaflex's products, services, procedures, and guidelines, and you'll communicate this knowledge to your team members.

• Team Leadership: You'll motivate the Distribution team to improve performance consistently and ensure that the team is meeting the needs of arenaflex, its customers, and its employees.
• Workflow Management: You'll manage workflow, including prioritizing timely copy, assigning to team members as needed, and staging, processing, and QAing critical and timely copy as necessary.
• Customer Service: You'll provide world-class customer service in every interaction, ensuring optimal team performance and customer satisfaction.
• Issue Resolution: You'll demonstrate ownership and ability to follow issues to resolution and client satisfaction.
• Escalation Support: You'll assist in owning and handling client escalations and provide ad hoc coaching and feedback sessions based on issues that arise.
• Training and Development: You'll assist management in facilitating necessary training and process adjustments to fully align the North America overnight team and improve departmental processes.
• Shift Scheduling: You'll assist management in scheduling and organizing shifts based on workflow and customer contact trends and aid management in covering critical or emergency shifts as necessary.
• Product Development: You'll support the development of product manuals, FAQs, and other internal editorial resources.
• Interdepartmental Collaboration: You'll liaise with Product teams, Development, Quality Assurance, Technical Operations, and other departments as needed to ensure seamless collaboration and communication.

Essential Qualifications

• Leadership Experience: Previous leadership role experience is preferred, but not required.

• Product Knowledge: You'll need to have knowledge across all arenaflex Distribution platforms.
• Reliability: You'll need to demonstrate proven reliability and a strong work ethic.
• Communication Skills: You'll need to have excellent communication (written and verbal) skills.
• Technical Skills: You'll need to have strong technical troubleshooting and problem-solving skills.
• Microsoft Office: You'll need to have knowledge of Microsoft Office.

Preferred Qualifications

• Technical Background: A technical background or experience in a related field is preferred.

• Customer Service Experience: Previous customer service experience is preferred.
• Leadership Certification: Leadership certification or training is preferred.

What We Offer

• Competitive Salary: We offer a competitive salary and benefits package.

• Opportunities for Growth: We offer opportunities for growth and professional development.
• Collaborative Environment: We offer a collaborative and dynamic work environment.
• Recognition and Rewards: We offer recognition and rewards for outstanding performance.
• Flexible Work Arrangements: We offer flexible work arrangements to support work-life balance.

How to Apply

If you're passionate about client success, have a strong work ethic, and are eager to lead in a team environment, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Contact Information

Email: [insert email] Phone: [insert phone number] Address: [insert address]

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve. Apply for this job