Director of Customer Support (Hybrid) – Lead the Charge in Delivering Exceptional Customer Experiences at arenaflex

At arenaflex, we're on a mission to revolutionize the way we approach customer support, and we're looking for a dynamic leader to join our team as the Director of Customer Support (Hybrid). As a key member of our leadership team, you'll be responsible for developing and executing a strategic support roadmap that enables excellent service, quality, and cost reduction within key channels. If you're a seasoned customer support professional with a passion for driving high-performance teams and delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex is a digital platform that offers an easy and convenient way to access on-demand earnings early. Our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, arenaflex eliminates the need for high-interest payday loans or employer-funded cash advances.

Our Culture

At arenaflex, we're passionate about our mission to improve financial wellness and boost business productivity. Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At arenaflex, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Responsibilities

As the Director of Customer Support (Hybrid), you'll be responsible for:

• Developing and owning an overall strategic support roadmap that enables excellent service, quality, and cost reduction within key channels
• Working with Senior Leaders to develop and implement strategic objectives
• Identifying and evaluating state-of-the-art technologies
• Working with 3rd party vendors and internal stakeholders to deliver an outstanding customer experience
• Collaborating with cross-functional teams to define and implement workforce management strategies, including forecasting customer demand, optimizing staffing levels, and creating efficient scheduling processes
• Implementing and maintaining quality assurance programs and processes to monitor and evaluate the performance of customer support teams
• Developing and analyzing key performance indicators (KPIs) to assess the effectiveness and efficiency of customer support operations, providing regular reports and actionable insights to senior management
• Leading a team of managers, providing guidance, coaching, and mentoring to drive professional growth and enhance team performance
• Fostering a culture of customer-centricity and excellence within the customer support department, promoting a positive and collaborative work environment
• Collaborating closely with functional teams, such as Customer Success Management, Sales, Product Management, Engineering, RevOps, to align customer support initiatives with overall business objectives and enhance customer satisfaction

Requirements

To be successful in this role, you'll need:

• 10+ years of experience building and managing high-performing B2B & B2C Customer Support teams in a multi-channel environment, including managing managers
• 5+ years in a SaaS-based organization with demonstrable achievements in end-user support that enables adoption and use of the software
• Experience in live channel support, including chat-based support, to help end-users real-time while balancing average speed of answer and cost efficiency
• Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways
• Demonstrated ability to develop and maintain C-level relationships
• Proficiency working with globally distributed teams and remote engineering organizations, and driving successful outcomes across multiple time zones
• Ability to work out of the Plano, TX office 3 days per week

What We Offer

As a member of our team, you'll enjoy:

• Competitive base
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

Equal Employment Opportunity Policy

arenaflex, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

How to Apply

If you're a motivated and experienced customer support professional looking for a new challenge, we want to hear from you. Apply now and join our team at arenaflex! Apply for this job