Experienced Customer Support Manager – Strategic Relationship Development and Team Leadership

At arenaflex, we are committed to delivering exceptional customer experiences that exceed our customers' expectations. As a key member of our Customer Support team, the Experienced Customer Support Manager will play a vital role in developing and maintaining strategic relationships with arenaflex Crewmembers, internal departments, and customers. This role requires a unique blend of leadership, communication, and problem-solving skills, with a passion for driving customer satisfaction and team growth.

About arenaflex

arenaflex is a leading airline that prides itself on its commitment to safety, customer satisfaction, and employee engagement. With a strong focus on innovation and customer-centricity, we strive to create a workplace culture that is inclusive, supportive, and empowering. As a Customer Support Manager at arenaflex, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

Key Responsibilities

As a Customer Support Manager at arenaflex, you will be responsible for:

• Developing and maintaining strategic relationships with arenaflex Crewmembers, internal departments, and customers to drive customer satisfaction and loyalty
• Coaching and mentoring Supervisors to support their engagement, growth, and goal achievement
• Leading a team of Supervisors and Crewmembers through the change cycle using effective change management practices
• Preparing and managing a budget, including plan variance research and reporting
• Maintaining engagement of the operation and providing support to Supervisors and Crewmembers when needed
• Collaborating with other Customer Support and arenaflex teams to build effective relationships of alignment and unity
• Participating in assessing and implementing tools affecting Crewmember performance, and training/retraining needs
• Resolving complex Crewmember and customer service issues
• Working with various departments and providing, when necessary, assistance in projects to move initiatives forward
• Taking Customer escalations and owning recovery as needed
• Other duties as assigned

Essential Qualifications

To be successful in this role, you will need:

• A High School Diploma or General Education Development (GED) Diploma
• Five (5) years of customer service, sales, or airline experience, OR three (3) years of JetBlue CEX experience
• Five (5) years of leadership or supervision experience, preferably in the Airline industry
• Excellent verbal and written communication skills
• Highly motivated individual, capable of taking initiative, flexible within a constantly changing environment
• Ability to effectively manage and prioritize multiple tasks
• Ability to work independently and in a high-pressure team environment
• Effective research skills, including the ability to analyze information, make determinations, and issue reports in accordance with Company guidelines
• Available for occasional overnight travel (10%)
• Flexible and able to work at any time, including nights, weekends, and holidays
• Proficient with the Microsoft Office Suite and Internet browsers
• Must pass a ten (10) year background check and pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Bachelor's Degree
• Proficient with Sabre Interact
• Knowledge of Aspect Scheduling Suite
• Ability to fluently speak, read, write, and translate accordingly in Spanish (if applicable)
• Exceptional project and time management skills

Crewmember Expectations

As a Crewmember at arenaflex, you are expected to:

• Regularly attend and be punctual
• Be available to work flexible hours and respond on short-notice
• Maintain a professional appearance
• When working or traveling on arenaflex flights, and if time permits, assist with light cleaning of the aircraft
• Be an appropriate organizational fit for the arenaflex culture by exhibiting the arenaflex values of Safety, Caring, Integrity, Passion, and Fun
• Promote arenaflex's #1 value of safety as a Safety Ambassador, supporting arenaflex's Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary, including arenaflex's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))

Work Environment

This role is based in a normal office environment, with occasional overnight travel required (10%). The physical effort required is generally sedentary, with up to 10 pounds occasionally and 0 pounds frequently.

Equipment

You will have access to a computer and other office equipment as needed.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks. We are committed to providing a supportive and inclusive work environment that allows our Crewmembers to grow and thrive.

How to Apply

If you are a motivated and customer-focused individual with a passion for leadership and team development, we encourage you to apply for this exciting opportunity. Please submit your application through our careers website, including your resume and a cover letter outlining your qualifications and experience.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace culture that is inclusive, supportive, and empowering.

Contact Us

If you have any questions or would like to learn more about this opportunity, please contact our HR team at [insert contact information]. We look forward to hearing from you! Apply for this job