Manager of Customer Service Training and Quality Assurance – arenaflex | Remote (United States)

At arenaflex, we're on a mission to revolutionize the way people interact with health insurance. We believe that health insurance shouldn't be a source of fear, but rather a tool that empowers individuals and businesses to make informed decisions about their well-being. Our team is dedicated to making health insurance more transparent, accessible, and user-friendly, and we're looking for talented professionals to join us on this journey.

About arenaflex

arenaflex is a rapidly growing company that's disrupting the health insurance industry with its innovative approach to customer service. With over 20,000 customers and major partnerships with Intuit and Square, we're making waves in the market with our commitment to transparency and accessibility. Our team is passionate about creating a world where health insurance is no longer a source of fear, but rather a source of confidence and peace of mind.

Job Summary

As the Manager of Training and Quality Customer Service at arenaflex, you'll play a critical role in ensuring that our customer service team delivers exceptional experiences to our customers. You'll be responsible for designing and implementing training programs, monitoring customer interactions, and driving continuous improvement in service quality assurance. If you're passionate about customer service, training, and quality assurance, and you're looking for a challenging and rewarding role, we want to hear from you!

Key Responsibilities

As the Manager of Training and Quality Customer Service, you'll be responsible for:

• Designing, developing, and updating training materials, manuals, and resources that align with arenaflex's customer service standards and objectives.
• Creating and maintaining training schedules and curriculum.
• Tailoring training content and materials to meet the unique requirements of different operations teams (revenue operations, renewals, and support).
• Continuously updating training materials to reflect changes in customer service processes, products, or technologies.
• Conducting engaging and informative training sessions for new hires and existing employees.
• Evaluating existing quality assurance program and iterating on the program to improve Customer Satisfaction and Net Promoter Score.
• Overhauling existing quality assurance reporting, tooling, and analytics.
• Monitoring the performance of customer service representatives to identify trends and areas where additional training or coaching is needed.

What You'll Need

To be successful in this role, you'll need:

• A Bachelor's degree in a relevant field or equivalent work experience.
• The ability to adapt to changing needs and priorities in a fast-paced environment.
• 3+ years of experience building and managing training programs.
• Knowledge of customer service software, CRM systems, Learning Management Systems (LMS), and related technologies (Salesforce a plus).
• Strong communication and presentation skills.
• Excellent interpersonal and coaching abilities.
• Strong organizational and project management skills (certification a plus).

What We Offer

At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering.

We offer

• Generous stock option packages.
• Competitive compensation.
• "Take what you need" time off plan.
• 100% Medical, Dental, and Vision Insurance coverage.
• FSA plan.
• 401k.
• A values-based culture that invests in employee success.

Compensation

The base salary range for this position is $65,000 – $90,000. We have a market-based compensation structure, and the salary for this position may vary based on a candidate's experience, industry expertise, technical skills, and location.

Our Culture

At arenaflex, we value radical transparency, feedback, bias to action, growth, and an obligation to dissent. Every opinion is respected, we hold each other to extremely high standards, we're driven by the diversity in our backgrounds, and unified by 100% alignment on our mission.

Diversity and Inclusion

We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We strongly encourage you to apply if you're interested, and we'd love to learn how you can amplify our team with your unique experience!

How to Apply

If you're passionate about customer service, training, and quality assurance, and you're looking for a challenging and rewarding role, we want to hear from you! Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply to this job Apply for this job