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 democratising technology that gives people back control of their money, digital identity, data, and property like nothing else before it. We're the leading infrastructure company in Web3, offering 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.

About the Opportunity

We're seeking an experienced Customer Experience & Vendor Operations Manager to join our team at arenaflex. As a key member of our Customer Experience (CX) and Vendor Operations team, you'll be responsible for ensuring high-quality support for arenaflex customers through our regional team of high-performing CX Support Agents and our Business Process Outsourcing (BPO) partnerships. You'll oversee the management of performance, maintain compliance, and work cross-functionally to drive continuous improvement to the overall customer experience.

Key Responsibilities

* Manage, support, and coach high-performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback

• Manage and oversee relationships with BPO partners providing customer support services
• Oversee your team's work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs
• Create and maintain comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity); complete regular analysis and communicate insights/recommendations for improvement
• Monitor and evaluate BPO partner performance through regular audits, reporting, and feedback sessions
• Manage your team capacity through time-off requests and shift scheduling to ensure there are no disruptions to our 24/7 operations
• Assist with hiring and new team member onboarding and training
• Provide quality customer service, including answering customer enquiries, complaints, and manager escalations via email, chat, phone, and social
• Identify and lead initiatives and cross-functional projects that aim to improve operational processes that impact your team and/or BPO partnerships
• Support and mentor your team in identifying and implementing workflow improvements that span updates to content, technology, and processes
• Manage 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're detail-oriented, with a desire to continuously improve operational processes and proactively find solutions to problems. You're action-oriented and can move quickly to meet the evolving needs of a fast-paced organisation and industry. You're passionate about leading teams, mentoring high performers, and enjoy being a culture carrier for your organisation.

Essential Qualifications

* 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

Preferred Qualifications

* Experience in Web3 and digital ownership

• Knowledge of blockchain technology and its applications
• Experience in managing teams in a remote or hybrid work environment
• Certification in customer experience, operations, or a related field

What We Offer

* 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 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're 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.

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