Job Description
At arenaflex, we're revolutionizing the way people navigate financial challenges when moving across borders. Our innovative financial products are designed to accelerate economic freedom for individuals and families. With a strong focus on customer experience, we're scaling rapidly and seeking a talented Customer Operations Team Lead to join our dynamic team. **About arenaflex** We're proud of the culture we've created at arenaflex, where progress is pushed every day. Our team is passionate about solving problems together, taking calculated risks, and experimenting relentlessly to meet our customers' needs. We encourage open communication, collaboration, and a willingness to challenge the status quo. Our culture is built on the principles of autonomy, ownership, and clear direction, ensuring everyone has a voice and the opportunity to make a meaningful impact. **How we work** At arenaflex, we believe that autonomy and ownership are only possible with clear direction. That's why we collaborate to do in-depth planning twice a year, ensuring everyone is aligned and working towards common goals. Our work is organized into three tribes: Acquisition, Retention & Claims. Each tribe has multiple teams working cross-functionally to deliver exceptional results. We're excited about the challenges ahead and need talented individuals like you to help us tackle them. **Role Description** As a Customer Operations 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 challenges. Your primary focus will be on speaking with customers via Live Chat and email, but you'll also collaborate with your teammates to find the best solutions and improvements to our processes. **Key Responsibilities** * Nurture and develop a team of Customer Retention Executives * Participate in the recruitment, induction, and development of staff * Build an excellent level of product knowledge and proactively drive improvements in service quality, leading to enhanced customer experience and business outcomes * Suggest and support process improvements/new initiatives across the department (and other departments) and facilitate team implementation where required * Measure, analyze, and report on team performance and take appropriate steps to improve that performance * Ensure regulatory and business standards are met * Guide agents on soft skills to retain and grow our customer base **What you'll achieve in your first 12 months at arenaflex** * 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** * Solid experience in a similar team leader role in a fast-changing contact centre environment is highly desirable * With resilience and a bias for action, you'll love to work as part of a team * Proactive mindset, always thinking of ways to improve a process * 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** * 5 years customer service experience with at least 1-2 years in a managerial position * You've got experience leading a team and coaching those you manage to achieve their goals * You've experienced first-hand what it's like to speak to customers * Experience in hiring and scaling a team and an understanding of what good performance looks like * Fluency in English **Perks of the job** * Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is 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 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 – Unleashing your inner fitness guru or having 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** We break our recruitment process 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 judgment, prejudice, or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age, or background does not affect how we process job applications. **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