Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further than arenaflex, a pioneering fintech company revolutionizing the way people manage their finances. We're seeking an experienced Customer Service Team Lead to join our team and help us build a world-class customer service function.
**About arenaflex**
arenaflex is a leading fintech company that's changing the face of personal finance. Founded in 2017, we've grown from a small startup to a thriving business with over 500,000 customers and £4 billion in assets under management. Our mission is to make planning for the future easier, more accessible, and enjoyable. We're driven by a passion for innovation, a commitment to excellence, and a desire to make a real difference in people's lives.
**The Role**
As a Customer Service Team Lead at arenaflex, you'll be responsible for leading a team of customer support agents, reporting directly to the Customer Service Manager. Your primary focus will be on delivering exceptional customer experiences, meeting customer service targets and KPIs, and driving process improvements to enhance the customer journey.
**Key Responsibilities**
* Lead, motivate, and support a team of customer support agents, providing guidance and coaching to ensure they're equipped to deliver outstanding customer experiences
* Conduct regular 1-2-1 meetings, probation reviews, and performance management to drive performance and growth
* Set and monitor personal OKRs, identifying areas for development and growth, and collaborating with the team to achieve shared goals
* Drive performance management and assist in recruitment processes to ensure the team is equipped to meet customer needs
* Monitor and analyze customer service metrics to optimize performance and anticipate issues
* Oversee bug reporting and updates, supporting complex customer enquiries, and ensuring 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 to enhance efficiency and effectiveness
* 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 Sets You Apart**
* A genuine passion for delivering exceptional customer experiences and a commitment to excellence
* A proven track record of driving performance and growth in a customer-facing role
* Strong leadership skills, with the ability to motivate and inspire a team
* Excellent communication and negotiation skills, with the ability to build strong relationships with customers and colleagues
* A customer-centric approach, with a focus on delivering personalized experiences that meet individual needs
* A willingness to learn and adapt to new technologies, processes, and procedures
**What We Offer**
* A competitive salary of £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
**Ready to Join the arenaflex Team?**
If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and help us build a world-class customer service function that sets the standard for excellence in the fintech industry.