Experienced Customer Service Manager for Remote Cloud Technology Support – Leading Elite Performance Teams and Driving Client Satisfaction

Introduction to arenaflex

arenaflex has established itself as a leader in innovation, consistently ranked high in customer satisfaction, trust, and creativity. As a pioneer in cloud technologies, arenaflex Web Services (AWS) is driving the world forward, and we're looking for talented individuals to join our team. As a member of the arenaflex Customer Support group, you will be at the forefront of this groundbreaking technology, helping a global list of clients who are leveraging a growing set of services and features to run their strategic applications.

Job Overview

arenaflex Customer Care offers global support to numerous external clients as they build critical applications on top of arenaflex services like Amazon S3 and Amazon EC2. We assist with billing and technical-related requests and interface with arenaflex teams to provide the perspective of the Voice of the Customer. As an arenaflex Customer Care Manager, you will be responsible for creating and managing an elite performance team, resulting in a top-notch client experience. You will be expected to translate the vision and provide guidance to achieve individual and team performance objectives, contributing significantly to the success of arenaflex.

Key Responsibilities

• Manage the day-to-day operations of the team and are responsible for overall productivity, quality, and delivery of business services.
• Drive business representative case quality and metrics, monitor trends, and ensure corrective actions. You plan for contingencies to minimize risks.
• Establish clear work processes to enable and improve performance. Identify and support deliberate process improvements to opportunities.
• Communicate business updates, priorities, goal status, and any challenges to your clients, stakeholders, and management.
• Understand (at a high level) what's involved in building and operating a cloud-based architecture. You dive into technical details, ask the right questions, and drive the right client results.
• Proactively identify risks and bring them to the attention of your manager, clients, and stakeholders with plans for mitigation before they become obstacles. You know when to escalate.
• Convey ideas, both verbally and in writing, to a wide range of audiences.
• Focus on root cause analysis and operational excellence. You partner with business service representatives, account managers, and other internal teams to streamline team tools and implement enhancements that improve processes (e.g., automating ad-hoc or manual processes).
• Develop team supervisors by providing guidance, implementing, and conducting training and mentorship.
• Ensure team supervisors have a clear understanding of the performance bar and metrics used to differentiate performance.
• Manage performance and conduct issues, hold teams accountable for performance, implement progress plans, and raise the performance bar.
• Help your employees grow by encouraging them to contribute to discussions, supporting their ideas, and empowering autonomous navigation.

Essential Qualifications

To be successful in this role, you should have:

• 4+ years of proven leadership experience in Customer Services or similar high-performance operational teams.
• 3+ years' experience building teams and employee development plans.
• Demonstrated experience leading projects to improve support-related processes.
• Strong interpersonal, verbal (speaking, listening, interpretation), and written communication skills required in both Turkish and English.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field.
• Ability to work in a fast-paced, ambiguous environment.
• Experience with arenaflex technologies.
• Proficiency in MS Office, with advanced Excel and reporting skills.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Service Manager, you'll have access to a wide range of training and development opportunities, including:

• Leadership development programs to help you build your skills and advance your career.
• Technical training to help you stay up-to-date with the latest cloud technologies.
• Networking opportunities with other professionals in the industry.
• A culture that encourages innovation, creativity, and experimentation.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values its employees and customers. Our company culture is built around the following principles:

• A customer-obsessed approach to everything we do.
• A commitment to innovation and experimentation.
• A culture of ownership and accountability.
• A focus on teamwork and collaboration.
• A passion for learning and development.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including:

• A salary range of $27-$35 per hour.
• A comprehensive benefits package, including medical, dental, and vision insurance.
• A 401(k) retirement savings plan with company match.
• A generous paid time off policy, including vacation, sick leave, and holidays.
• Access to a wide range of training and development opportunities.

Conclusion

If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Manager at arenaflex, you'll have the chance to work with a talented team of professionals, develop your skills and career, and contribute to the success of a leading cloud technology company. Don't miss out on this opportunity to join our team and help shape the future of cloud computing. Apply now to become a part of the arenaflex team!