Experienced Full Stack Customer Support Manager – Remote United States

At arenaflex, we're revolutionizing the way businesses connect with their customers, and we're looking for a seasoned and hands-on Customer Support Manager to join our team. As a key member of our Support management team, you'll be responsible for leading and scaling our North America Frontline Support team, meeting ambitious targets, hiring and mentoring a talented team, and implementing unparalleled support systems and processes to develop a world-class team.

About arenaflex

arenaflex is the world's leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, we unify voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences.

Our Culture

At arenaflex, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in.

Key Responsibilities

As a Customer Support Manager at arenaflex, you'll be responsible for:

• Managing a large team of individual contributors within the Customer Support department, meeting and exceeding operational targets set by leadership
• Focusing first and foremost on leading, building, and maintaining a culture of top-performing team players, nurturing and identifying strengths and opportunities for each individual
• Serving as a coach, mentor, and leader, helping individuals develop their skills and grow in their careers while setting expectations on performance based on feedback and transparency
• Managing the day-to-day team operations, setting goals, and driving team development to achieve performance and career goals
• Motivating and empowering your entire team to achieve their goals
• Being responsible for and driving key metrics that ensure the quality of our service
• Managing customer escalations to create positive interactions and outcomes for both clients and all internal stakeholders
• Coordinating with talent acquisition and internal teams to recruit, hire, and train new team members
• Collaborating with internal stakeholders to improve processes and holistically drive effective solutions for our customers
• Analyzing team members' performance data to make informed decisions about team management
• Partnering with Support Ops and management to support change in team structure, shift scheduling, staffing, etc.
• Developing and nurturing relationships across the entire organization at arenaflex to advocate for the best customer experience possible

Qualifications

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

• 6+ years of Customer Support experience, including at least 3 years managing a large team of individual contributors - experience with a 24x7 follow-the-sun support model is a plus
• A proven track record of exceeding goals and achieving growth and success
• Advanced proficiency with customer support technologies and tools supporting SaaS (Zendesk, Jira, arenaflex, Intercom, etc.)
• The ability to attract, hire, coach, and retain talent globally
• Problem-solving and results-driven, with the ability to quickly think on your feet
• A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• Creative problem-solving skills, with the ability to identify obstacles and viable solutions
• Proactive, organized, focused, and able to ruthlessly prioritize with a strong sense of accountability and ownership
• Exceptional communication and presentation skills, both oral and written, including the ability to share technical information with non-technical audiences
• Prior experience working for a tech startup or a similar environment is highly preferred

Key Traits

We're looking for someone who is:

• Coachable, resilient, solution-oriented, and finds the fun in a good challenge!
• Willing to invest in their growth and success, and is open to learning and development opportunities
• A team player who values collaboration, open communication, and mutual respect
• Passionate about delivering exceptional customer experiences and driving business growth

Why Join arenaflex?

* Key moment to join arenaflex in terms of growth and opportunities

• Our people matter, and work-life balance is important at arenaflex
• Fast-learning environment, entrepreneurial, and strong team spirit
• 45+ Nationalities: cosmopolitan and multi-cultural mindset
• Competitive salary package and equity
• Medical, dental, and vision insurance is 100% covered
• 401k plan with company matching!
• Unlimited PTO - take the time you need to come to work feeling great!
• Wellness, internet, and childcare reimbursements
• Generous parental leave policy

Diversity, Equity, and Inclusion Statement

At arenaflex, we believe diversity, equity, and inclusion are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We're working to create a place filled with diverse people who can enrich and learn from one another. We're committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.

What We Offer

* Competitive salary package and equity

• Medical, dental, and vision insurance is 100% covered
• 401k plan with company matching!
• Unlimited PTO - take the time you need to come to work feeling great!
• Wellness, internet, and childcare reimbursements
• Generous parental leave policy

How to Apply

If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team at arenaflex! Apply for this job