Job Description
At arenaflex, we're revolutionizing the way people access financial products and services, especially for those who move across borders. Our mission is to accelerate economic freedom by providing innovative solutions that cater to the unique needs of our customers. As a Customer Happiness Team Lead, you'll play a pivotal role in shaping the customer experience and driving loyalty for arenaflex. **About arenaflex** arenaflex is a dynamic and fast-growing company that's passionate about making a positive impact on people's lives. We're committed to building a culture that's inclusive, collaborative, and empowering. Our team is made up of talented individuals from diverse backgrounds who share a common goal: to deliver exceptional customer experiences and drive business growth. **How we work** At arenaflex, we're proud of our culture, which is built on the principles of progress, collaboration, and ownership. We encourage our team members to take risks, think creatively, and experiment relentlessly to meet our customers' needs. We believe in autonomy and ownership, but also recognize the importance of clear direction and alignment across functions. Our work is organized into three tribes: Acquisition, Retention & Claims, each with multiple teams working cross-functionally to achieve our goals. **Role Description** As a Customer Happiness Team Lead, you'll be responsible for leading a team of up to 10 customer retention executives, driving performance to achieve our business goals. You'll be proactive in reviewing processes and thinking of new and more efficient ways to tackle customer retention and loyalty. Your key responsibilities will include: * Nurturing and developing a team of Customer Retention Executives * Participating in the recruitment, induction, and development of staff * Building an excellent level of product knowledge and proactively driving improvements in service quality, leading to enhanced customer experience and business outcomes * Suggesting and supporting process improvements/new initiatives across the department (and other departments) and facilitating team implementation where required * Measuring, analyzing, and reporting on team performance and taking appropriate steps to improve that performance * Ensuring regulatory and business standards are met * Guiding agents on soft skills to retain and grow our customer base **What you'll achieve in your first 12 months at arenaflex** As a Customer Happiness Team Lead, you'll have the opportunity to make a significant impact on our business. In your first 12 months, you'll achieve: * Leading the day-to-day operations of a growing team of executives and ensuring we're on track to hit our ambitious KPI targets * Managing and coaching team members, and supporting them in the development of their knowledge and skills * Contributing to the setting of the team's strategic goals, before initiating and overseeing changes that benefit our customers, teammates, and the company * Reviewing processes and recommending changes to help us scale more efficiently than ever before. You'll also be conducting quality assurance reviews and highlighting missed opportunities/areas for improvement **Who you are** To succeed in this role, you'll need to have: * Solid experience in a similar team leader role in a fast-changing contact centre environment * Resilience and a bias for action, with a proactive mindset and a love of working as part of a team * The ability to inspire and nurture employees to ensure they achieve their potential * Strong customer service mindset with commercial acumen * Desire to grow and develop with the business **Essential experiences** To be considered for this role, you'll need to have: * 5 years customer service experience with at least 1-2 years in a managerial position * Experience leading a team and coaching those you manage to achieve their goals * Experience in hiring and scaling a team and an understanding of what good performance looks like * Fluency in English **Perks of the job** As a Customer Happiness Team Lead at arenaflex, you'll enjoy a range of benefits, including: * Flexi-office working – spend at least 2 days a week with your team in our Budapest office, with the rest of the time up to you! * Learning and development – personal budgets for books and training courses to help you grow in your role, plus 2 days a year – on us! – to further your skillset * Mental wellbeing support – access to therapy and mental health sessions through Oliva * Competitive bonus scheme – designed to reward and recognize high performance * SZÉP card – budget to spend on meals, leisure, and accommodation * Sabbatical Leave – get a 4-week fully paid sabbatical after being with us for 4 years * Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office * Medicover Blue package – an exclusive pass to top-notch healthcare services * All You Can Move membership OR Monthly BKK pass – unleash your inner fitness guru or have a hassle-free commute – we've got you covered! * Plus a monthly team social budget, bi-weekly office lunches, and office tea, coffee, and snacks! **Our Process** Our recruitment process is designed to be fair, transparent, and inclusive. We'll break it down into three stages: 1. Initial call with someone in the Talent team (30 minutes) 2. A skill-based interview where you'll discuss your previous experience, etc. with someone from the Operations Leadership Team (1 hour) 3. A culture interview to check that your work style fits our processes and values (1 hour) We'll let you know if you're invited to an interview or not. But, as a small team with a lot of applications to consider, we can't give individual feedback on each application. **Everyone belongs at arenaflex** At arenaflex, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice, or bias. We encourage everyone to apply for our open roles, regardless of their gender identity, race, ethnicity, sexual orientation, age, or background. We're working hard to build an inclusive culture that empowers our people to do their best work, have fun, and feel that they belong. **Recruitment privacy policy** We take privacy seriously here at arenaflex. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more, please view it here . Apply for this job