Job Description
Join arenaflex, a leading provider of innovative online solutions, as we continue to empower companies, mainly SMEs, SoHos, and freelancers with WOW online experiences. Our vision is to make online business simpler by leveraging the power of the Internet to make daily life easier and more productive for everyone. **About arenaflex** arenaflex comprises Papaki and Top.Host, recognized leaders in the .GR domain registration and web hosting services in Greece. We operate in a fully remote setup, offering you the freedom to work from home. Our mission is to create a culture of innovation, reliability, and friendliness, providing top-quality services to our customers while driving change and innovation. **Job Overview** We are seeking an experienced Customer Experience Technical Manager to join our team. As a key member of our customer experience team, you will be responsible for proactively increasing customer satisfaction and loyalty through ensuring interactions meet customer needs, managing the customer lifecycle, cultivating a consultative selling culture, and deploying a plan for cross-selling. Your main goals will include gathering and analyzing customer feedback, creating an ongoing strategy for anticipating and meeting customer needs, and reducing the necessity for customers to contact support in cooperation with the CX Ops: QA, Training & KB. **Responsibilities:** * Lead and coach the 2nd Level Support, the Migrations team, and the CX Ops: KB & Training, ensuring high service quality and team collaboration. * Communicate directives, updates, and strategic decisions from upper management to employees, ensuring alignment and clarity across teams. * Take after your team's well-being, make them feel valued and part of the team, promote company culture, and keep them motivated and engaged. * Collaborate with the Legal and DPO departments to address customer-related issues, as well as to ensure compliance in internal processes and tools. * Train and guide the team on handling abuse requests, working closely with the Legal, 1st-level support, Infrastructure, and other relevant teams. * Oversee and improve Managed Services for Hosting and IaaS, ensuring high service quality, operational efficiency, and continuous improvement in collaboration with relevant teams. * Develop and implement interdepartmental policies when needed to ensure alignment, efficiency, and compliance across teams. * Review team performance periodically using the company's evaluation system and provide feedback. * Work with 2nd level support managers from other arenaflex brands to share knowledge and learn from best practices. * Monitor and analyze support metrics to measure team effectiveness and identify areas for improvement in collaboration with the CX Ops: QA. * Partner with the CX Ops: QA to improve service quality, refine internal processes, and enhance customer experience. * Collaborate with the 1st Level Support Manager to optimize escalation processes and improve issue resolution. * Work with the Sales Manager to ensure a smooth customer journey and support sales-related inquiries. * Coordinate with the KB & Training to develop internal and public knowledge base articles and provide team training. * Investigate and resolve customer complaints through tickets, phone, and chat, ensuring a timely response. * Conduct regular team meetings to discuss updates, challenges, and improvements. * Assign, delegate, and monitor tasks to ensure team productivity and accountability. * Report bugs and issues to the PnT (Product & Technology) department for resolution. * Escalate and report infrastructure-related issues to the Infrastructure Team and relevant managers. * Provide customer feedback to improve products, services, and overall satisfaction. * Mentor 1st Level Support and Sales agents on advanced technical topics as needed, support their technical development with the 1st Level Support Manager and the Sales Manager, and suggest training topics for them to KB Ops: QA. * Inform and update the 1st Level Support team on widespread issues and ongoing technical problems. * Support cross-selling and up-selling by training the team to advise customers on service development. * Coordinate with other arenaflex teams on customer-related cases, infrastructure, and tool/service improvements. **Skills & Qualifications:** * Strong knowledge of company policies and procedures * Strong problem-solving and critical-thinking skills * Excellent time management and prioritization skills * Outstanding people management and leadership skills * Strong self-leadership and the ability to take initiative * Exceptional organizational and decision-making abilities * Excellent written and verbal communication skills in Greek and English * Strong collaboration skills and a team-oriented mindset * Strong attention to detail and expert troubleshooting skills * Willingness to confront and resolve a wide range of customer problems, of basic to advanced complexity * Good knowledge of Linux and Windows operating system environments * Strong understanding of web and database servers, such as Apache, MySQL, and MSSQL * Good knowledge of mail services, including Postfix, Dovecot, SMTP, IMAP, POP3, and Sieve * Experience with DNS services, such as BIND and PowerDNS * Expertise in control panel solutions like Plesk, cPanel, and WHM * Familiarity with monitoring systems such as Nagios and Prometheus is a plus * Proficiency with CMS platforms like WordPress, Joomla, etc. * Good understanding of Node.js, Ruby on Rails, CDN, virtualization, etc. * Strong project management and process improvement skills * Excellent relationship-building and stakeholder management abilities * Results-driven mindset with a focus on efficiency and performance * Experience in handling customer complaints and feedback to drive continuous improvement * Strategic mindset with the ability to align team objectives with company goals * Strong empathy and active listening skills to enhance customer and team interactions * High level of adaptability to manage evolving business needs and challenges **Work Environment & Company Culture:** At arenaflex, we value respect, openness, and trusted collaboration. We do not tolerate intolerance. Our company culture is built on the principles of diversity and inclusion, and we strive to create a workplace where everyone feels welcome and valued. We offer a flexible and remote work environment, allowing you to work from home and maintain a healthy work-life balance. **Career Growth Opportunities & Learning Benefits:** arenaflex is committed to the growth and development of our employees. We offer a range of training and development opportunities, including workshops, conferences, and online courses. We also provide mentorship and coaching to help you achieve your career goals. **Compensation, Perks, & Benefits:** arenaflex offers a competitive salary and benefits package, including health insurance, retirement plans, and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment. **How to Apply:** If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job