Experienced Operations Lead - Customer Support at arenaflex

At arenaflex, we're on a mission to revolutionize the way we interact with cryptocurrency and blockchain technology. As a global leader in tracking cryptocurrency data, we've built the world's largest cryptocurrency data platform, serving over 300 million page views in more than 100 countries. Our team is passionate about creating a future where cryptocurrency and blockchain bring greater financial and economic freedom to the world. We're now seeking an experienced Operations Lead - Customer Support to join our team. As a key member of our operations team, you'll be responsible for leading our customer support function, ensuring that our users receive exceptional support and service. You'll work closely with our team to develop and implement scalable processes, improve operational efficiency, and drive customer satisfaction.

About arenaflex

arenaflex is a global leader in tracking cryptocurrency data, with a mission to revolutionize the way we interact with cryptocurrency and blockchain technology. Our team is passionate about creating a future where cryptocurrency and blockchain bring greater financial and economic freedom to the world.

What You'll Be Doing

As an Operations Lead - Customer Support at arenaflex, you'll be responsible for leading our customer support function, ensuring that our users receive exceptional support and service. Your key responsibilities will include:

• Leading the team in providing excellent, timely, and consistent frontline support to users, token/NFT projects, and exchanges within the specified SLAs.
• Overseeing internal workflows for customer support and implementing best practices to ensure consistent and accurate responses.
• Developing, improving, and implementing scalable processes and playbooks from scratch to streamline operations and maintain quality.
• Conducting regular quality control to ensure consistent responses among team members in answering customer support questions.
• Leading and mentoring the team, fostering technical expertise and professional growth.
• Setting clear goals, tracking performance, and ensuring alignment with organizational objectives.
• Developing and nurturing strong relationships with existing customers, token/NFT project teams, exchanges, and partners to build an active and engaged community.
• Leading community support activities on platforms like Telegram, Reddit, Discord, etc.
• Diagnosing potential issues raised by the team, solving the issues, and escalating to the management team where necessary.
• Keeping track, analyzing, and reporting on performance metrics to identify opportunities for improvement and optimization.
• Providing regular feedback on performance metrics and effectively communicating learnings and next steps with the team and business stakeholders.
• Managing ops-related vendor acquisition, including sourcing for vendors, evaluating vendor proposals, and preparing cost-benefit analysis.
• Staying up-to-date with the latest industry trends, tools, and methodologies to continuously improve the quality and effectiveness of operations initiatives.
• Leading the hiring process of your department and contributing to hiring best practices.
• Strategizing a long-term Operations vision, aligning with company OKRs and business goals.
• Articulating the vision and obtaining buy-ins with the team and related stakeholders.
• Rallying team members to execute the vision to meet the overall business goals, while delivering value to users.

What We Look For In You

We're looking for an experienced Operations Lead - Customer Support who has a proven track record in customer support roles, preferably in the fintech industry or start-up environment. You should have:

• 8-10 years of experience in customer support roles.
• A proven track record of having led a small team and successfully managed and coached them to level up.
• A Bachelor's degree in any relevant field with an interest in Operations.
• Deep, substantial expertise in at least three areas of the Operations function, including Coin/Token and NFT Curation, External Support, Exchange Addition/Info Update, Internal Operations, Community Management, etc.
• Excellent conceptual knowledge of everything related to blockchain, cryptocurrency, NFT, web3, and metaverse topics.
• Proficiency in CRM and blockchain analytics tools, including Zendesk and research tools such as Blockchain Explorers, DEX data aggregators, web analytics, etc.
• A developed understanding of all arenaflex's products/services.
• A genuine passion for providing positive, timely, and professional customer experiences.
• Self-motivation, resourcefulness, and an entrepreneurial mindset with the ability to succeed in a fast-paced and highly agile environment.
• Analytical and data-driven skills, with the ability to tell stories using data.
• A keen eye for detail and an exceptionally high bar for accuracy and quality.
• Strong opinions, loosely held, with a willingness to embrace better ideas from others and make things better.
• Project management skills, with the ability to set goals, plan, and manage multiple projects, including the risks, costs, time, and team members involved.
• Leadership skills, with the ability to work independently with minimal supervision and take ownership of projects.
• Problem-solving skills, with the ability to figure out solutions to hard problems with many constraints.
• Excellent communication and interpersonal skills, with the ability to influence teammates, colleagues, stakeholders, and key executives through data, logic, and storytelling.
• Integrity, with the ability to handle highly sensitive and private data.
• A growth mindset, with a love for delving into new technologies and new ways of doing things.

Perks at arenaflex

We offer a range of benefits and perks to our employees, including:

• Remote work flexibility, with the option to work from anywhere and a flexible schedule.
• Comprehensive insurance coverage, including life, medical, and critical illness insurance.
• Virtual share options, with terms and conditions.
• Bonus, with terms and conditions.
• Parking allowance, with a monthly fixed allowance of RM 150 or SGD 100.
• Meal allowance, with a monthly fixed allowance of RM600 or SGD400.
• Learning allowance, with an annual budget of USD500 (claim basis) to help you continuously learn and develop your skills.
• Social activity allowance, with a portion of the cost subsidized (claim basis) for social activities with colleagues.
• Annual company offsite, with a gathering of the team to meet each other in person, reflect on the year, and partake in social activities.

How to Apply

If you're passionate about customer support and operations, and you're looking for a challenging and rewarding role, 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