Manager, Customer Support – AI-Driven Customer Experience Expert

At arenaflex, we're revolutionizing the way businesses interact with their customers through our cutting-edge customer service platform. As a leader in AI customer service, we're on a mission to provide instant and exceptional service to our customers while maximizing the productivity, efficiency, and performance of our support teams. We're seeking an experienced and passionate Manager, Customer Support to join our team and help shape the future of customer service.

About arenaflex

arenaflex is a complete customer service platform that's leading the market in AI customer service with Fin by arenaflex, the most powerful AI customer service agent available, and Helpdesk by arenaflex, a fully featured AI-enhanced helpdesk for human support. Our platform is used by over 25,000 businesses to send millions of messages to millions of customers each month. We're driven by our core values of pushing boundaries, building with speed and intensity, and delivering incredible value to our customers.

Join the AI Revolution

As a Manager, Customer Support at arenaflex, you'll have the opportunity to lead a high-performing team of Technical Support Specialists and Technical Support Engineers while managing all aspects of delivering an exceptional customer experience for our customers. You'll be responsible for onboarding, developing, coaching, and leading a team of ~10 inboxing teammates, promoting a team culture of belonging and ownership. You'll also be responsible for driving first response times and customer satisfaction within your team and across the CS organization.

Key Responsibilities

* People management: Onboard, develop, coach, and lead a team of ~10 inboxing teammates. Promote a team culture of belonging and ownership.

• Culture: Motivate and ensure the CS team is deeply aligned and committed to arenaflex's strategy, vision, and core values.
• CS results: Be responsible for and drive first response times and customer satisfaction within your team and across the CS organization.
• Building: Identify, create solutions, and execute on workflows and projects to achieve CS Org goals and deliver a remarkable customer experience.
• Cross-functional projects: Partner with marketing & sales, and R&D as the voice of CS and our customers.
• Process: Develop and improve our processes and policies to drive simplicity and results.

What We're Looking For

* 4+ years of experience working in a customer support/service capacity, preferably in a SaaS or technology company.

• Minimum of 3 years of experience in a role where you directly led and managed a team of people and built a strong team culture.
• Strong communication/writing skills and interpersonal skills. You'll be leading and collaborating with your global peers asynchronously most of the time.
• Previous experience managing a team to metrics, hosting regular 1:1s, performance reviews, performance improvement plans, and running team meetings.
• Customer focus: You obsess over the customer experience and have a proven track record of building customer obsession into customer interactions, processes, and culture.
• Comprehensive knowledge of and interest in the technology industry.
• Ability to recognize patterns in data and provide recommendations based on those patterns.
• A sense of optimism, flexibility, resilience, grit, and creativity.

Benefits

* Competitive salary and equity in a fast-growing start-up.

• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%.
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones.
• If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Work Environment and Culture

arenaflex is a hybrid working environment, and we believe that working in person helps us stay connected, collaborate easier, and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week. We have a radically open and accepting culture at arenaflex, and we avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone.

Equal Employment Opportunity

arenaflex values diversity and is committed to a policy of Equal Employment Opportunity. arenaflex will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Join Our Talent Community

If this role isn't quite what you're looking for, join our Talent Community to stay connected with us and explore other opportunities at arenaflex. Apply for this job