Experienced Customer Advocate Lead – US Support Team Management and Customer Experience

At arenaflex, we're revolutionizing the way people experience short-term rentals by building innovative software that empowers hosts to rent their properties directly to guests. Our mission is to create a seamless and enjoyable experience for both hosts and guests, and we're looking for a talented Customer Advocate Lead to join our team. As a Customer Advocate Lead at arenaflex, you'll have the opportunity to work with a passionate and diverse team of professionals who are dedicated to delivering exceptional customer experiences. Our company culture is built on the principles of trust, empathy, and collaboration, and we're committed to creating an environment where our employees feel valued, supported, and empowered to grow.

About arenaflex

arenaflex is a remote-only and fully distributed company that hires based on time zones, not countries. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. Our company is built on a foundation of innovation, risk-taking, and a passion for delivering exceptional results.

What You'll Be Working On

As the Customer Advocate Lead, you'll be responsible for leading and empowering our US support team to deliver an exceptional customer experience. Your first priority will be to hit consistent response times, maintaining an average CSAT of 87%. We're looking for someone who can take what's working and make it even better.

Key Responsibilities

* Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs.

• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.
• Review and quality check team's support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue.
• Report to our Director of Support and work with other amazing support leads.

Requirements

* Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.

• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues, work across systems, and partner closely with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.
• Very special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

* A supportive and caring team environment, where you are trusted, not managed.

• Competitive salary: $81,787 to $102,521 depending on the cost of living in your location.
• Options into the company equity through our $HOST token (not tied to location).
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Mental-health and emotional support with therapists on call through Slack by Spill.
• Recognized on Inc.’s list of Best Workplaces for 2023.

Why Join arenaflex?

At arenaflex, we're passionate about creating a workplace that is both challenging and rewarding. We believe in the importance of work-life balance, and we offer a range of benefits and perks to support our employees' well-being. Our company culture is built on the principles of trust, empathy, and collaboration, and we're committed to creating an environment where our employees feel valued, supported, and empowered to grow. If you're passionate about delivering exceptional customer experiences and want to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity. Apply for this job