Experienced Customer Support Operations Manager – Scaling Support Excellence at arenaflex

At arenaflex, we're revolutionizing mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all, and as a Public Benefit Corporation, we're committed to achieving this mission through responsible innovation, operational excellence, and a therapist-first approach.

Join arenaflex's Support Team and Help Shape the Future of Mental Healthcare

We're seeking an experienced Customer Support Operations Manager to help scale and elevate our Support Team at arenaflex. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. As a process-driven, analytical leader, you'll be responsible for building and leading a top-tier support operation that drives exceptional customer satisfaction, agent productivity, and quality assurance.

About the Role

This is a fully remote, full-time role reporting directly to the company leadership. As a Customer Support Operations Manager at arenaflex, you'll have the opportunity to shape and scale the customer support function at a growing company. You'll work closely with cross-functional teams, including Clinical, Product, and Leadership, to build smooth workflows, optimize operations, and introduce innovative solutions to support challenges.

Key Responsibilities

* Provide timely, empathetic, and efficient responses to support tickets from patients and clinicians via email, chat, and phone

• Develop and implement scalable support procedures and policies, including key success metrics
• Hire, train, and manage a growing team of Support Agents to meet expanding business demands
• Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations
• Work with the Product team to introduce innovative solutions to support challenges
• Create internal documentation to support team knowledge, streamline onboarding, and clarify processes
• Maintain and enhance Freshdesk dashboards and reporting systems; track team metrics and share product insights with leadership

What Success Looks Like

* Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance

• Consistent achievement of team objectives with an emphasis on continuous improvement
• Seamless cross-team collaboration driving strategic initiatives and enhancing support operations
• More efficient workflows and faster, higher-quality support interactions
• Timely execution of projects according to defined scopes

What We're Looking For

* 2+ years in operations management, including achieving and exceeding defined KPIs

• A creative problem-solver who thrives on addressing complex operational challenges
• Experienced people leader with a talent for team development and empowerment
• Strong and empathetic communicator, comfortable interacting across all organizational levels
• Self-starter with a demonstrated ability to manage goals independently
• Skilled at interpreting data to inform decisions and drive improvements
• Proactive project manager who takes initiative
• Deep familiarity with Freshdesk, Zendesk, or similar ticketing systems; strong process orientation
• Ability to excel in a dynamic, fast-moving environment
• Brings humility, drive, clarity, adaptability, and professionalism to the role
• Bonus: Previous experience in a high-growth healthcare setting

Why Join arenaflex?

* The opportunity to shape and scale the customer support function at a growing company

• A mission-driven environment where your work directly impacts mental healthcare accessibility
• Competitive salary and growth opportunities into a leadership role
• Comprehensive health benefits, flexible PTO, and mental health support initiatives
• A culture that values collaboration, innovation, and continuous learning

What We Offer

* A dynamic and supportive work environment that encourages collaboration and innovation

• Opportunities for professional growth and development in a rapidly growing company
• A comprehensive benefits package, including health insurance, flexible PTO, and mental health support initiatives
• A competitive salary and bonus structure that rewards performance and contributions
• The chance to work with a talented and dedicated team that's passionate about making a difference in mental healthcare

How to Apply

If you're a motivated and experienced operations leader who's passionate about making a difference in mental healthcare, we encourage you to apply for this exciting opportunity. Please submit your resume, cover letter, and any relevant work samples to [arenaflex careers email]. We can't wait to hear from you!

arenaflex is an Equal Opportunity Employer

arenaflex is committed to creating a diverse and inclusive work environment that reflects the communities we serve. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives. Apply for this job