Experienced Customer Support Manager for Innovative Platform Development and Team Leadership at arenaflex

Introduction to arenaflex arenaflex is revolutionizing the way businesses operate by providing a unified platform for managing HR, IT, and Finance. By integrating all workforce systems into one place, arenaflex enables companies to streamline their operations, enhance productivity, and improve employee experiences. With its cutting-edge technology and innovative approach, arenaflex has raised $1.2B from top investors and has been recognized as one of America's best startup employers by Forbes. About the Role At arenaflex, we are committed to building a world-class Support team that empowers customers to unlock the full potential of our platform. As a Customer Support Manager, you will play a pivotal role in leading our frontline customer support teams, driving performance excellence, and fostering a culture of continuous improvement. If you are a motivated and results-driven individual who thrives in fast-paced environments, we encourage you to join our team and contribute to our mission of delivering exceptional customer experiences. Key Responsibilities Manage multiple frontline customer support teams, overseeing first-line supervisors and ensuring seamless customer interactions Track, monitor, and continuously improve performance on key metrics and KPIs, leveraging data-driven insights to inform decision-making Foster an environment of ongoing development and continuous improvement, providing real-time performance-related feedback and coaching to team members Collaborate cross-functionally with Product and Engineering teams to develop and implement new tooling and processes, enhancing team efficiency and customer satisfaction Assist in creating and maintaining documentation related to customer support tasks and best practices, ensuring knowledge sharing and consistency across the team Utilize data analysis tools, such as Microsoft Excel or Google Sheets, to review and optimize performance metrics, identifying areas for improvement and implementing scalable processes to enhance the customer experience Build and maintain a collaborative, inclusive team culture, promoting empathy, creativity, and problem-solving skills among team members Essential Qualifications Ability to work on a PST schedule, ensuring alignment with our customer support operations 5+ years of customer service and/or industry-related experience, preferably in a SaaS company environment 2+ years of experience managing managers with a team of 20+ individual contributors, ideally overseeing a customer support team or similar customer-facing team Proven experience in hiring and managing distributed teams, with a strong focus on diversity, equity, and inclusion Strong organizational skills, with the ability to multitask and prioritize multiple customer and team member requests simultaneously A data-driven approach to developing, tracking, and optimizing performance metrics, with proficiency in data analysis tools Creative problem-solving skills, with a passion for removing blockers and delivering exceptional customer experiences Empathy and the ability to recognize customer needs, with a commitment to providing personalized support and solutions Preferred Qualifications Experience working in a fast-paced, dynamic environment, with a proven ability to adapt to changing priorities and circumstances Strong communication and interpersonal skills, with the ability to build and maintain effective relationships with customers, team members, and stakeholders Familiarity with customer support software and technologies, with a willingness to learn and adapt to new tools and systems A strong understanding of the SaaS industry and its trends, with a commitment to staying up-to-date on the latest developments and innovations Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our team members. As a Customer Support Manager, you will have access to a range of training and development opportunities, including mentorship programs, workshops, and conferences. You will also have the chance to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and insights. Work Environment and Company Culture arenaflex values collaboration, innovation, and customer obsession. We believe in fostering a positive and inclusive work environment, where team members feel empowered to contribute their ideas and perspectives. Our office-based employees are expected to work in the office at least three days a week, allowing for face-to-face interactions and a strong sense of community. We also prioritize diversity, equity, and inclusion, recognizing the importance of a diverse and representative workforce in driving business success. Compensation, Perks, and Benefits arenaflex offers a competitive salary, benefits, and equity package, with a range of perks and benefits designed to support your well-being and career growth. Our salary ranges are based on location, with the following tiers applicable to US-based employees: US Tier 1: $84,000 - $147,000 per year US Tier 2: $75,600 - $132,300 per year US Tier 3: $71,400 - $124,950 per year We also offer a range of benefits, including health insurance, retirement plans, and paid time off, as well as opportunities for professional development and growth. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a Customer Support Manager, you will play a critical role in driving customer satisfaction and success, while also contributing to the growth and development of our team. With its innovative platform, collaborative work environment, and commitment to diversity and inclusion, arenaflex is the perfect place to build a rewarding and successful career. Apply now and join our team of talented and dedicated professionals! Apply for this job