Bilingual Customer Service Team Lead – Coaching, Performance Management & Operational Excellence – Corinth, TX (arenaflex)

Welcome to arenaflex – Where Service Excellence Meets Innovation

Are you passionate about turning everyday customer interactions into memorable experiences? At arenaflex, a leading distributor of shipping, industrial, and packaging solutions across North America, we believe that great service is the cornerstone of lasting partnerships. With a workforce of over 9,000 dedicated professionals operating from modern, state‑of‑the‑art facilities, arenaflex is the go‑to source for businesses that demand reliability, speed, and quality. Our family‑owned heritage fuels a culture of collaboration, continuous improvement, and a relentless focus on our customers’ success. If you thrive in a fast‑paced environment, love coaching talent, and speak both English and Spanish fluently, we invite you to join our dynamic team in Corinth, Texas.

Position Overview: Bilingual Customer Service Team Lead

As the Customer Service Team Lead at arenaflex, you will be the catalyst that transforms a group of skilled representatives into a high‑performing, problem‑solving squad. You’ll be responsible for training, motivating, and empowering a diverse team to deliver fast, friendly, and solution‑focused support across phone, email, and chat channels. Your bilingual proficiency ensures that both English‑ and Spanish‑speaking customers receive the same level of attentive, accurate, and timely service that defines arenaflex’s reputation.

Key Responsibilities

• Leadership & Coaching: Conduct daily, weekly, and monthly coaching sessions to strengthen product knowledge, policy adherence, and communication techniques.
• Performance Management: Monitor key performance indicators (KPIs) such as average handle time, first‑call resolution, and Net Promoter Score; provide actionable feedback and performance reviews.
• Quality Assurance: Review a representative sample of phone calls, emails, and live chats to assess quality, identify trends, and implement continuous improvement plans.
• Escalation Handling: Act as the primary point of contact for complex or high‑impact customer issues, ensuring swift resolution and maintaining customer confidence.
• Process Optimization: Collaborate with operations and technology teams to suggest workflow enhancements, automation opportunities, and policy refinements that boost efficiency.
• Team Communication: Lead regular team meetings and one‑on‑one check‑ins to disseminate policy updates, share best practices, and celebrate successes.
• Reporting & Analytics: Generate weekly and monthly reports on team performance, trend analysis, and customer satisfaction metrics for senior leadership review.
• Talent Development: Identify high‑potential team members and create individualized development plans, positioning them for future growth within arenaxflex.
• Culture Champion: Model arenaflex’s core values—integrity, teamwork, and customer obsession—by fostering an inclusive, respectful, and energized work environment.

Minimum Requirements

• High school diploma or equivalent (required); Bachelor’s degree in Business, Communications, or related field (preferred).
• Minimum of 3 years of hands‑on customer service experience in a fast‑moving, B2B or B2C environment.
• At least 2 years of supervisory or team‑lead experience, with a proven track record of developing talent.
• Fluent bilingual ability in English and Spanish—both spoken and written—enabling seamless communication with a diverse customer base.
• Strong interpersonal and communication skills, with the ability to convey complex information in a clear, empathetic manner.

Preferred Qualifications

• Experience with contact‑center technology platforms (e.g., Salesforce Service Cloud, Zendesk, Five9, or similar).
• Demonstrated expertise in data‑driven decision‑making and the use of analytics to drive performance improvements.
• Certification in Customer Service Management, Coaching, or Six Sigma Lean methodologies.
• Knowledge of shipping, industrial, or packaging product lines, providing an edge in product‑specific support.
• Prior experience in a logistics, distribution, or supply‑chain environment.

Core Skills & Competencies

• Coaching Mindset: Ability to inspire, mentor, and provide constructive feedback that fuels continuous learning.
• Problem‑Solving Acumen: Keen analytical skills to diagnose issues quickly and develop practical solutions.
• Emotional Intelligence: Sensitivity to cultural nuances and the ability to navigate difficult conversations with poise.
• Time Management: Skillful juggling of multiple priorities, from daily team interactions to strategic project work.
• Tech Savvy: Comfort working with CRM, ticketing, and reporting tools; quick adoption of new software.
• Adaptability: Thrive in a dynamic environment where policies, tools, and customer expectations evolve rapidly.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $28 to $35, reflecting experience, performance, and tenure. In addition to a base salary, you will be eligible for a robust incentive program that rewards outstanding team metrics and individual contributions. Our comprehensive benefits package includes:

• Full health, dental, and vision insurance coverage beginning day one.
• 401(k) plan with a generous 6% employer match, effective on your first day of employment.
• Multiple performance‑based bonus programs throughout the year.
• Paid holidays, vacation days, and a flexible paid‑time‑off policy to support work‑life balance.
• Tuition Assistance Program that funds professional development and continuing education.
• Access to a modern, clean facility featuring a first‑class fitness center, walking paths, and on‑site dining options.
• Employee‑recognition initiatives, wellness resources, and a drug‑free workplace commitment.

Work Environment & Culture at arenaflex

Our Corinth, TX location is a hub of collaboration and energy. You’ll work in a spacious, technology‑enabled environment where teamwork is celebrated and ideas are welcomed. arenaflex’s culture emphasizes:

• Transparency: Open channels for feedback and communication between front‑line staff and leadership.
• Inclusivity: A diverse workforce where bilingual talent is valued and cultural perspectives enrich problem‑solving.
• Continuous Learning: Ongoing training programs, knowledge‑share sessions, and mentorship opportunities.
• Community Engagement: Company‑wide volunteer initiatives and local outreach projects that reflect our family‑owned roots.

Career Growth & Development Opportunities

arenaflex is committed to investing in your future. As a Team Lead, you’ll have a clear pathway to advance into senior supervisory, operations management, or specialized roles such as Customer Experience Analyst or Training Manager. We provide:

• Structured career‑roadmaps with defined milestones and promotion criteria.
• Access to internal leadership development programs and external certifications.
• Cross‑functional project exposure, allowing you to broaden your skill set beyond customer service.
• Mentorship from seasoned senior leaders who are passionate about coaching emerging talent.

Why Join arenaflex?

Joining arenaflex means becoming part of a legacy‑building organization that values each employee as a critical contributor to our success story. You’ll be empowered to make an impact every day—whether you’re guiding a new hire through a tricky product question, designing a process that reduces response times, or championing a cultural initiative that strengthens team morale. If you’re driven by purpose, thrive on challenges, and are eager to grow alongside a market‑leading brand, we want to hear from you.

Ready to Lead the Charge?

Take the next step in your career journey and become a pivotal part of arenaflex’s customer‑centric mission. Click the button below to submit your application, attach your resume, and tell us why you’re the ideal bilingual leader for our Corinth team.

Apply Now – Transform Customer Service at arenaflex

Equal Opportunity Employer

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.