Experienced Customer Experience Manager – Scaling Support Operations and Enhancing Customer Journey at arenaflex
At arenaflex, we're revolutionizing the financial operations landscape with our innovative all-in-one solution, designed to save companies time and money. Our platform combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. With over 30,000 businesses, from family-owned farms to e-commerce giants to space startups, having saved $2B and 20M hours with arenaflex, we're empowering the fastest-growing corporate card and bill payment platform in America, enabling over $55 billion in purchases each year. As a dynamic and forward-thinking company, arenaflex attracts talented leaders from leading financial services and fintech companies, as well as technology giants. Our team comprises individuals from Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One, Meta, Uber, Netflix, Twitter, Dropbox, and Instacart, among others. arenaflex has been recognized as one of the top companies to work for, featured on Fast Company's list, LinkedIn's, and Forbes, CNBC, and TIME Magazine's 100. We're now seeking an accomplished Customer Experience Manager to lead the growth and enhancement of our customer experience team. As a core leader of our stellar customer experience team, you will be in charge and in full control of hiring, building, and scaling our support operations team. You'll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product.
Key Responsibilities:
- Supervise a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAs - Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product - Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises - Manage internal and external product knowledge dissemination, enabling both customers and arenaflex teams to independently resolve queries - Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements
What You Need:
- Minimum 5 years managing and developing a team to hit key metrics - Excellent verbal and written communication skills - Experience collaborating closely with teams outside of support to help scale - Strong metrics-driven and product mindset to help identify, triage, and execute potential product or operational improvements - Strong investigative and critical thinking skills - Desire for ownership and growth in role over time - Ability to work evenings and weekends as needed
Nice-to-Haves:
- Experience working with Zendesk tooling - Experience working in FinTech - Experience working with third parties and managing partnerships
Benefits and Perks:
- 100% medical, dental & vision insurance coverage for you - Partially covered for your dependents - One Medical annual membership - 401k (including employer match on contributions made while employed by arenaflex) - Flexible PTO - Fertility HRA (up to $5,000 per year) - WFH stipend to support your home office needs - Wellness stipend - Parental Leave - Relocation support to NYC or SF - Pet insurance
Work Environment and Company Culture:
At arenaflex, we foster a dynamic and inclusive work environment that encourages collaboration, innovation, and growth. Our team is comprised of talented individuals from diverse backgrounds, and we're committed to creating a workplace that's welcoming and supportive. We believe in empowering our employees to take ownership of their work, providing opportunities for professional development, and celebrating individual achievements.
Career Growth Opportunities and Learning Benefits:
arenaflex is committed to investing in the growth and development of our employees. We offer a range of training programs, mentorship opportunities, and career advancement paths to help you achieve your professional goals. Our team is passionate about learning and innovation, and we encourage experimentation, creativity, and calculated risk-taking.
Compensation and Benefits:
arenaflex offers a competitive salary and benefits package, including comprehensive health insurance, retirement savings plan, and paid time off. We also provide opportunities for professional development, career advancement, and recognition of individual achievements.
How to Apply:
If you're a motivated and experienced customer experience professional looking to join a dynamic and innovative company, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
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