Experienced Customer Operations Lead – Scaling Support Engine and Building Internal Systems
At arenaflex, we're revolutionizing the future of work by harnessing the power of AI to automate and optimize project management. Our mission is to create a system that lets a single human manage 100x more work, done by both AI and people. We're building a world where humans focus on oversight, strategy, and the toughest decisions, while AI handles the rest. As a key member of our team, you'll play a crucial role in scaling and improving our support engine. You'll handle day-to-day execution, own the systems that make support run, and drive performance improvements. If you're a high-agency, problem-solver with a passion for fixing broken things, we want to hear from you.
About arenaflex
arenaflex is a fast-growing AI startup with a $500M+ valuation, backed by YC and Sam Altman. We're one of the most operationally excellent companies in the world, with hundreds of thousands of users and a team of top talent. Our culture is intense, fast-paced, and not for everyone. But if you're ready to learn fast, work with top talent, and help redefine how work gets done, you'll thrive here.
Location and Compensation
This role is based in North America (Remote) and offers a competitive compensation package, including:
- $70k-$125k base salary
- Equity compensation
- Opportunities for career growth and professional development
About the Hiring Manager
I'm Bishop, the leader of Customer Experience at arenaflex. My background is in FP&A, but I realized early on that I wanted to shape how work gets done, not just report on it. That's what brought me to arenaflex, and it's what's kept me here: we're building fast, solving real problems, and pushing the boundaries of how AI and operations come together.
The Role
We're hiring an Experienced Customer Operations Lead to help scale and improve our support engine. You'll handle day-to-day execution, own the systems that make support run, and drive performance improvements. You'll work closely with product, engineering, and executive teams to build the internal systems that power a scaling startup.
Responsibilities
* Run the daily operations of the support team
- Manage workload balancing, shift coverage, and on-call rotations
- Track KPIs, flag issues, and drive performance improvements
- Build and maintain SOPs, macros, and internal tools to boost consistency and speed
- Help lead weekly QA and feedback loops with support reps
- Analyze performance trends and propose process or tooling fixes
- Own the upkeep of the internal knowledge base and training resources
- Design and maintain dashboards to monitor support performance in real time
- Audit workflows regularly to eliminate bottlenecks and reduce manual work
- Coordinate with engineering and product to resolve high-priority bugs and edge cases
- Triage escalations and communicate cross-functionally to ensure timely resolutions
- Improve how we use AI in support – including LLM agent workflows and QA tooling
- Help manage vendor tools (e.g. Intercom, Front, Zendesk) and optimize usage and cost
- Partner with recruiting and CX leadership to forecast team growth and capacity
- Assist with onboarding and ongoing training of new support hires
What We're Looking For
* Strong systems thinking and ops instincts
- Extremely organized with great attention to detail
- Can own ambiguous problems and drive them to done
- Sharp communicator – clear in writing, fast on Slack
- Fast learner and very comfortable with new tools
- Bonus: background in support, biz ops, consulting, or process-heavy roles
- Bonus: experience with Zendesk, Intercom, Notion, Retool, Jira
- Bonus: SQL and Sheets fluency (not required)
- No ego. High ownership. Ready to do what it takes.
Why This Role?
* You'll be trusted with real ownership from day one
- You'll get exposure to AI systems, ops workflows, and fast decision cycles
- You'll help build the internal systems that power a scaling startup
- You'll work closely with product, engineering, and executive teams
arenaflex is an Equal Opportunity Employer
arenaflex is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings.
Helpful Links:
* How arenaflex Operates
- arenaflex Company Culture
- https://www.usemotion.com
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