**Experienced Full Stack Customer Support Specialist – Global Help Desk Operations**

At arenaflex, we're on a mission to revolutionize the way people think about food delivery and beyond. As a leading technology and logistics company, we're committed to empowering local economies and creating opportunities for our employees to grow, learn, and thrive. We're seeking a highly motivated and results-driven individual to join our team as a Director, Client Experience Partner Success. This role will play a critical part in shaping the future of arenaflex's global help desk operations, ensuring that our customers receive exceptional support and service. **About the Job** As a Director, Client Experience Partner Success, you will be responsible for overseeing the quality of our global help desk operations, working closely with our help partners (BPOs) to ensure that their performance meets arenaflex's high standards. You will be the key point of contact for our help partners, providing guidance, support, and coaching to help them improve their performance and achieve our shared goals. Your primary focus will be on driving quality improvements, increasing efficiency, and enhancing the overall customer experience. **Key Responsibilities** * Develop and implement quality monitoring projects to identify areas for improvement and drive measurable changes in performance metrics * Collaborate with our help partners to develop and implement quality improvement plans, ensuring that they meet arenaflex's standards for customer satisfaction, first contact resolution, and other key performance indicators * Work closely with our training and content teams to develop and deliver training programs that ensure our help partners are equipped to meet arenaflex's quality standards * Analyze data and metrics to identify trends and areas for improvement, providing insights and recommendations to our help partners and arenaflex leadership * Develop and maintain relationships with our help partners, providing coaching, guidance, and support to help them achieve our shared goals * Identify and implement process improvements and efficiency gains, working closely with our operations and logistics teams to ensure seamless execution * Collaborate with our business development team to identify opportunities for growth and expansion, working closely with our help partners to develop and implement strategies to drive business results **Essential Qualifications** * Bachelor's degree in a quantitative or business field, or four years of experience in a related field * Proven track record of driving quality improvements and efficiency gains in a help desk or customer support environment * Strong analytical and problem-solving skills, with the ability to analyze complex data and identify trends and areas for improvement * Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders, including help partners, operations teams, and arenaflex leadership * Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines * Experience working in a fast-paced, dynamic environment, with the ability to adapt quickly to changing priorities and requirements **Preferred Qualifications** * Master's degree in a quantitative or business field, or six years of experience in a related field * Experience working in a global help desk or customer support environment, with a strong understanding of international markets and cultures * Strong technical skills, with experience working with data analytics tools and platforms * Experience working in a cloud-based environment, with a strong understanding of cloud-based help desk and customer support platforms * Certification in a related field, such as Six Sigma or ITIL **Skills and Competencies** * Strong analytical and problem-solving skills, with the ability to analyze complex data and identify trends and areas for improvement * Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders, including help partners, operations teams, and arenaflex leadership * Strong project management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines * Experience working in a fast-paced, dynamic environment, with the ability to adapt quickly to changing priorities and requirements * Strong technical skills, with experience working with data analytics tools and platforms * Experience working in a cloud-based environment, with a strong understanding of cloud-based help desk and customer support platforms **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to supporting our employees' growth and development, providing opportunities for career advancement and professional growth. As a Director, Client Experience Partner Success, you will have the opportunity to work closely with our leadership team, developing and implementing strategies to drive business results and improve customer satisfaction. You will also have access to a range of training and development programs, including: * arenaflex's comprehensive training program, which provides training and development opportunities in areas such as customer service, sales, and leadership * arenaflex's mentorship program, which pairs employees with experienced mentors who can provide guidance and support * arenaflex's leadership development program, which provides training and development opportunities for employees who are interested in pursuing leadership roles **Work Environment and Company Culture** At arenaflex, we're committed to creating a positive and inclusive work environment, where employees feel valued, supported, and empowered to succeed. Our company culture is built on a set of core values, including: * Customer obsession: We're committed to delivering exceptional customer service and support, ensuring that our customers receive the best possible experience. * Innovation: We're committed to innovation and experimentation, always looking for new and better ways to deliver value to our customers. * Collaboration: We're committed to collaboration and teamwork, working closely with our employees, partners, and stakeholders to achieve our shared goals. * Integrity: We're committed to integrity and ethics, always acting with honesty, transparency, and respect. **Compensation, Perks, and Benefits** At arenaflex, we're committed to providing a comprehensive compensation package, including: * Competitive base salary, with opportunities for bonuses and incentives * Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off * Opportunities for professional growth and development, including training and development programs, mentorship, and leadership development opportunities * Flexible work arrangements, including remote work options and flexible hours * Access to a range of employee perks and benefits, including gym memberships, meal delivery, and on-site childcare **Conclusion** If you're a motivated and results-driven individual who is passionate about delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. As a Director, Client Experience Partner Success, you will have the opportunity to work closely with our leadership team, developing and implementing strategies to drive business results and improve customer satisfaction. You will also have access to a range of training and development programs, including arenaflex's comprehensive training program, mentorship program, and leadership development program. Apply now to join our team and start your journey with arenaflex! Apply for this job