Experienced Customer Experience & Vendor Operations Manager – Web3 and Digital Ownership
At arenaflex, we're on a mission to onboard the world to Web3, a unique and democratizing technology that gives people back control of their money, digital identity, data, and property. As a leading infrastructure company in Web3, we offer our partners everything from payment solutions to minting software for digital collectibles, like NFTs. With over 3 million people around the world trusting our products, we're committed to providing best-in-class support for our customers. We're seeking an experienced Customer Experience & Vendor Operations Manager to join our team in the Philippines, working on a hybrid model. As a key member of our CX and Vendor Operations team, you'll oversee a regional team of high-performing CX Support Agents, as well as our BPO partnerships. Your primary focus will be on ensuring high-quality support for arenaflex customers through these teams, which involves management of performance, maintaining compliance, and working cross-functionally to drive continuous improvement to the overall customer experience.
About the Opportunity
As a Customer Experience & Vendor Operations Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about creating stellar customer experiences and building a world-class team. You'll be responsible for:
- Managing, supporting, and coaching high-performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback
- Managing and overseeing relationships with BPO partners providing customer support services
- Overseeing your team's work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs
- Creating and maintaining comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity)
- Managing your team capacity through time-off requests and shift scheduling to ensure there are no disruptions to our 24/7 operations
- Assisting with hiring and new team member onboarding and training
- Providing quality customer service, including answering customer enquiries, complaints, and manager escalations via email, chat, phone, and social
- Identifying and leading initiatives and cross-functional projects that aim to improve operational processes that impact your team and/or BPO partnerships
- Supporting and mentoring your team in identifying and implementing workflow improvements that span updates to content, technology, and processes
- Managing contract negotiations and renewals with BPO partners
About You
The right candidate for this role is enthusiastic about creating stellar customer experiences and building a world-class team. You are detail-oriented, with a desire to continuously improve operational processes and proactively find solutions to problems. You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organisation and industry. You are passionate about leading teams, mentoring high performers, and enjoy being a culture carrier for your organisation.
What You Will Need
* 5+ years of management experience in Customer Support, Customer Success, and/or Operations
- Experience working with and managing Business Process Outsourcing (BPO) relationships
- Experience in contract management and negotiations
- Experience in FinTech, Crypto, Web3, Consumer Tech
- Strong written and verbal communication skills
- Experience in data analysis and reporting
- Familiarity with support CRM systems, preferably Amazon Connect
- Ability to manage cross-functional projects
- Experience working in a quickly scaling environment and ambiguity
- Ability to understand complex systems and distill into clear operational processes
Additional Information
At arenaflex, we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That's why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
Perks and Benefits
As a member of our team, you'll enjoy a range of perks and benefits, including:
- Equity package
- Unlimited holidays
- Paid parental leave
- Annual training budget
- Home office setup allowance
- Monthly budget to spend on our products
- Working in a disruptive and fast-growing industry where the possibilities are endless
- Freedom, autonomy, and responsibility
Commitment to Diversity
At arenaflex, we're committed to diversity and inclusion in the workplace. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That's why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer.
How to Apply
If you're passionate about creating stellar customer experiences and building a world-class team, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job