Experienced Customer Support Team Lead – Global Payments and FinTech Expertise

At arenaflex, a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, we operate in 140 countries and over 25 industries, offering multicurrency IBANs, merchant solutions, and mass payment options. Our premium and convenient payment services are a preferred solution for local and international payments, all available through one platform and contract. We are seeking an experienced Customer Support Team Lead to play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team. As a key member of our team, you will be responsible for leading, mentoring, and inspiring a team of Customer Support Representatives to achieve performance goals and deliver exceptional service.

Key Responsibilities:

### Team Leadership and Management

• Lead, mentor, and inspire a team of Customer Support Representatives to achieve performance goals and deliver exceptional service
• Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge
• Foster a positive and collaborative team culture that emphasizes accountability and a customer-centric approach
• Implement required staff rotations, hiring, and lay-offs based on updated performance metrics

### Customer Experience Strategy

• Identify opportunities to enhance the customer experience through innovative support solutions and process improvements
• Implement strict SLAs for customer service requests processing and develop functional QA monitoring mechanisms
• Analyze customer feedback and support metrics to identify trends, internal issues, and areas for improvement

### Operational Excellence

• Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs
• Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals
• Quality assurance and ongoing improvement
• Implement tools, technologies, and workflows to optimize support processes and enhance productivity

### Cross-functional Collaboration

• Collaborate closely with other departments, including product development, sales/account management, and compliance to ensure a seamless customer experience across all touchpoints
• Oversee essential customer requests and inquiries from compliance and account management teams
• Act as a customer advocate within the organization, representing the customer's voice in decision-making processes and product development initiatives

### Additional Responsibilities

• Contribute to the sales expansion and strategy
• Acquire new B2B clients by growing, maintaining, and leveraging warm leads, converting them into sales opportunities
• Identify features of target business verticals in order to offer the most suitable solution for the potential client
• Prepare and organize sales materials, including presentations and proposals
• Present and pitch products to potential clients
• Schedule and attend meetings with potential clients to discuss their needs and introduce arenaflex's solutions
• Prepare offers, agreements, and invoices
• Work closely with account managers, support, compliance, and operations teams to support product enhancements and identify new business opportunities
• Work with CRM (Zendesk Sell)
• Provide periodic updates and report to the Head of Department
• Achieve weekly/monthly KPIs

Essential Qualifications:

* Experience in a similar managerial position on an international level

• Proven experience leading and motivating high-performing teams (7+ people)
• Ability to foster a positive and collaborative team culture
• Deep understanding of customer needs and expectations
• Ability to identify areas for improvement and implement innovative solutions
• Ability to develop and implement policies and procedures
• Proficiency in relevant software and tools (e.g., CRM systems, analytics tools)
• Financial and business acumen

Preferred Qualifications:

* Experience in the FinTech industry

• Knowledge of payment systems and regulations
• Familiarity with CRM systems and analytics tools

Hiring Stages:

* CV screening

• TA Intro call (up to 45 minutes)
• Tech Interview (up to 60 minutes)
• Final Interview with CEO
• Job offer
• Welcome on board

What's In It For You

At arenaflex, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment. ### Empowerment Through Professional Development

• Monthly investment in your English learning
• Yearly allocation for advancing your professional expertise

### Unlock Your Potential

• Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance
• Performance reviews are anchored in KPIs, ensuring recognition is merit-based

### Make a Lasting Impact

• Work on unique projects where your contributions can reshape company-wide processes
• Bring your ideas to the table and earn exceptional bonuses through our arenaflex Ideas Hub

### Flexible and People-Centric Culture

• Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
• Days of paid sick leave annually, accommodating emergencies and medical needs
• Additional holidays aligned with your local calendar

### Compensation & Incentives

• Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets

Our Values

At arenaflex, we live by principles that drive us to excellence:

• Ownership & Initiative: Specialists who take charge and make a difference
• Collaboration & Communication: Together, we achieve more by sharing ideas and insights

Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with arenaflex! Apply for this job