**Experienced Customer Support Quality Manager – Distributed Team Leadership and Support Delivery Excellence**

At arenaflex, we're a dynamic and innovative company that's revolutionizing the e-commerce and SaaS industries. As a fully distributed team from over 10+ countries, we're constantly pushing the boundaries of what's possible in a remote work environment. We're now seeking a highly skilled and experienced Customer Support Quality Manager to join our team and help us deliver exceptional support experiences to our customers. **About arenaflex** arenaflex is a parent company of several e-commerce and SaaS platforms, dedicated to providing cutting-edge solutions that empower businesses and individuals to thrive in today's fast-paced digital landscape. Our company culture is built on the principles of flexibility, collaboration, and innovation, and we're committed to creating a work environment that's inclusive, supportive, and stimulating. **Job Description** As a Customer Support Quality Manager at arenaflex, you'll be responsible for leading a team of customer support executives, training them in best practices, and ensuring that all support tickets are handled as per our Service Level Agreement (SLA). You'll also be responsible for developing new training modules, understanding issues, and improving our knowledge base. In addition, you'll be handling direct support queries, using online software to answer customer questions via email and chat, and helping customers solve a wide variety of issues creatively. **Primary Responsibilities** * Manage a team of customer support executives, providing guidance, support, and feedback to ensure they're delivering exceptional support experiences to our customers. * Train team members in best practices, ensuring they have the skills and knowledge needed to handle complex support queries. * Develop and implement processes to ensure all support tickets are handled as per our SLA, including metrics and documentation. * Create new training modules to enhance team knowledge and skills. * Analyze issues and improve our knowledge base to ensure that our support team has the information they need to resolve customer queries efficiently. * Maintain accurate metrics and documentation to track team performance and identify areas for improvement. **Additional Responsibilities** * Handle direct support queries, using online software to answer customer questions via email and chat. * Help customers solve a wide variety of issues creatively, using problem-solving skills and empathy to resolve complex queries. * Collaborate with other teams, such as product development and marketing, to ensure that our support team is aligned with company goals and objectives. **Qualifications** * Excellent written communication skills, with the ability to craft clear, concise, and engaging responses to customer queries. * Strong sense of empathy, with the ability to understand and respond to customer needs and concerns. * Previous experience with web-based customer support tools, including software such as Zendesk, Freshdesk, or Salesforce. * Experience with SaaS platforms, including knowledge of cloud-based applications and services. * 3+ years of experience in customer support, with a proven track record of delivering exceptional support experiences. * Strong problem-solving skills, with the ability to think creatively and resolve complex issues. * Ability to work independently, with minimal supervision, and as part of a distributed team. **Additional Information** * This is a remote position, with the flexibility to work from anywhere in the world. * We're looking for a candidate who can handle a multi-role position, with the ability to adapt to changing priorities and deadlines. * We're a flexible and inclusive company, with a focus on work-life balance and employee well-being. **What We Offer** * Competitive hourly rate, with opportunities for growth and advancement. * Flexible work schedule, with the ability to work from anywhere in the world. * Opportunity to work with a dynamic and innovative company, with a focus on customer satisfaction and support delivery excellence. * Collaborative and inclusive work environment, with a focus on employee well-being and development. * Access to cutting-edge technology and tools, including online software and cloud-based applications. * Opportunities for professional growth and development, with training and support to help you succeed in your role. **How to Apply** If you're a motivated and experienced customer support professional, with a passion for delivering exceptional support experiences, we'd love to hear from you. Please submit your application, including: * Expected hourly rate * Number of hours available per week * Timezone and schedule of availability (example 10 am EST to 2 pm EST) * How soon you can get started * Any additional skills or experience that you think would be relevant to this role * What support software you have experience with Don't miss this opportunity to join a dynamic and innovative company, with a focus on customer satisfaction and support delivery excellence. Apply now to become a part of our team and help us deliver exceptional support experiences to our customers. Apply for this job