**Experienced Customer Service Team Lead – Driving Customer Experience Excellence at arenaflex**

At arenaflex, we're revolutionizing the way people manage their finances, and we're looking for a seasoned Customer Service Team Lead to join our dynamic team. As a key member of our Customer Service department, you'll be responsible for leading a team of customer support agents, driving customer satisfaction, and ensuring that our customers receive exceptional service. **About arenaflex** arenaflex is a fast-growing fintech startup that's changing the way people save and invest. Founded in 2017, we've grown into an award-winning wealth app used by over 500,000 people and managing over 4 billion pounds. Our mission is to build wealth for our generation, and we're committed to making financial planning accessible and enjoyable for everyone. **Your Role** As an Experienced Customer Service Team Lead at arenaflex, you'll be responsible for leading a team of customer support agents, ensuring that they have the skills and knowledge to deliver exceptional customer service. You'll work closely with our Customer Service Manager to develop and implement strategies to improve customer satisfaction, reduce complaints, and increase customer loyalty. **Key Responsibilities** * Lead, motivate, and support a team of customer support agents to deliver exceptional customer service * Conduct probation reviews and regular 1-2-1 meetings to ensure team members are meeting their performance targets * Set and monitor personal OKRs, identifying areas for development and growth * Drive performance management and assist in recruitment processes * Monitor and analyze customer service metrics to optimize performance and anticipate issues * Oversee bug reporting and updates, supporting complex customer enquiries * Ensure the team consistently meets SLAs & KPIs * Collaborate with other departments to drive product improvements and elevate the customer experience * Propose and implement process improvements and automation opportunities * Adhere to compliance standards (FCA, GDPR, KYC/AML), ensuring regulatory expectations are met * Adapt to real-time changes in customer demand to minimize service impact * Support ongoing training initiatives and continuous learning for team members * Address escalated customer enquiries with a proactive, solutions-driven approach **What We're Looking For** * Proven leadership experience, including remote team management in a shift environment * Knowledge of management techniques and data-driven decision-making * Track record of setting and meeting targets and KPIs * Ownership mentality in customer issue resolution * Extensive use of support tooling (Intercom preferably) * Analytical skills to interpret data, identify trends, and drive insights * Strategic mindset with troubleshooting and multi-tasking abilities * Exceptional communication and negotiation skills * Adaptable to shifting priorities and refining the customer journey * Solid knowledge of regulatory standards (FCA, GDPR, KYC/AML) * Customer-centric approach with a knack for enhancing customer experiences beyond issue resolution **What We're Really Looking For** We're looking for someone who is genuinely excited about arenaflex and eager to help us build the wealth app of the future. We want a real person with interests, whether you're a dancer, gamer, musician, parent, hockey fan, or even still penning Twilight fan-fiction, we'd love to meet you. During the interview, we'll be looking for empathy, emotional intelligence, fun stories, and the ability to keep a positive outlook, even when things get challenging. **Perks** * £34,000 - £37,000 per annum * Discretionary share option bonus * Workplace pension scheme * Private medical insurance (medical history disregarded) * Employee Assistance Programme * Cycle to work scheme * Season ticket loan * Free arenaflex subscription for UK-based employees * We are an equal-opportunity employer and value diversity * Flexible working arrangements * Unlimited holiday (policy not to count) * Annual £1500 Personal Learning Allowance * £30 per month arenaflex Fitness Benefit to suit your Mental/Physical Wellbeing * Company laptop * Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility, and skills in a high-growth fintech startup **Our Interview Process** * Video screen with someone from our Talent team * Video interview with the hiring manager * Final interview with the Head of Customer Success **Our Mission** Our mission is to build wealth for our generation. We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We're building the wealth app for our community, giving them one place for saving and investing. **Our Values** * Be ACCOUNTABLE: Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible * Be BOLD: Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers * Be COLLABORATIVE: Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together **Equal Opportunities** We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business, we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us, and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status, or caring responsibilities. **Note to Agencies** arenaflex does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. arenaflex will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. arenaflex explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of arenaflex. Apply Job! Apply for this job