Vice President, Customer Support (US) – Leading the Charge in Delivering Exceptional Customer Experiences

At arenaflex, we're on a mission to revolutionize the way healthcare providers and plans deliver frictionless care. As a leading North American healthcare technology platform, we're committed to empowering our customers with real-time patient insights and meaningful care collaboration. With over 20 years of experience and a team of over 2,200 employees, we're recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures. We're now seeking an exceptional leader to join our team as the Vice President, Customer Support (US). As a key member of our leadership team, you'll have the opportunity to shape the strategic direction and execution of our Customer Support organization, driving customer loyalty and satisfaction across both technical and functional questions.

About the Team

Reporting to the SVP, Customer Care, you'll lead a dynamic team of Directors and Managers who will be responsible for managing customer programs, new processes, and best practices for customers through various support channels. You'll work closely with cross-functional teams, including Product, Operations, Marketing, and Services, to deliver exceptional customer experiences.

About the Role

As the Vice President, Customer Support, you'll be responsible for running a high-performing Support Center that addresses the ever-changing needs of our customer base. You'll drive customer satisfaction and loyalty, leveraging your expertise in transforming support organizations around new technologies and processes. Your leadership skills will inspire and motivate your team to deliver world-class experiences at all times.

Key Responsibilities

* Lead the vision for Customer Support Management at arenaflex, ensuring current programs and strategy scale with growth

• Drive customer loyalty and satisfaction, ensuring customers realize measurable value from our products and services
• Display leadership skills to inspire and motivate staff to provide world-class experiences at all times
• Work cross-functionally to promote customer service in adjacent departments that impact Customer Support, such as Sales and Customer Success
• Develop and track Customer Support KPIs, using data to influence and drive visible results
• Drive utilization and optimization of technology, executing on sound business plans for investment in technology
• Establish operational infrastructure to lead initiatives ensuring high CSAT and goals
• Play a critical role in developing a geographically remote support team

Your Key Strengths

* 10+ years leading B2B/B2C support organizations with 100+ support analysts

• Experience in fast-paced, rapidly growing, and changing SaaS-based organizations
• Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms
• Background in overseeing training programs for development of IC and managers
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers
• Proven track record of driving operational improvements and end-to-end customer experience
• Experience directly hiring and managing a geographically distributed team
• Proven track record of managing SLAs and customer-centric metrics
• Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility

Optional: Bonus Skills

* Understanding of the healthcare sector

• Worked in organizations with $500M+ in revenue
• Led implementation of AI-driven tools and processes

Compensation and Benefits

At arenaflex, we offer a comprehensive total rewards package, including:

• Base salary: $220,000 - $245,000 per year
• Bonus or commission
• Equity
• Benefits starting from Day 1, including:

+ Retirement Plan Matching + Flexible Paid Time Off + Wellness Support Programs and Resources + Parental & Caregiver Leaves + Fertility & Adoption Support + Continuous Development Support Program + Employee Assistance Program + Allyship and Inclusion Communities + Employee Recognition

Why Join arenaflex?

* Be part of a team that's making a real impact in the healthcare industry

• Work with a dynamic and supportive team that's passionate about delivering exceptional customer experiences
• Enjoy a comprehensive total rewards package that includes competitive compensation, benefits, and perks
• Develop your skills and expertise in a fast-paced and rapidly growing organization
• Contribute to the development of a geographically remote support team

How to Apply

If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] if you require any accommodations.

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