Experienced Full Stack Vice President, Customer Support – Web & Cloud Application Development

Join arenaflex, a leading North American healthcare technology platform, as we continue to revolutionize the way healthcare providers and plans deliver frictionless care. At arenaflex, we're on a mission to empower healthcare professionals with cutting-edge technology that enables meaningful care collaboration and real-time patient insights. With over 20 years of experience and a team of over 2,200 employees, we've grown exponentially, impacting millions across North America. 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, arenaflex leads the way in creating cloud-based healthcare software.

About the Role:

We're seeking an experienced and visionary Vice President, Customer Support to lead our Customer Support Management team at arenaflex. As a key member of our leadership team, you'll be responsible for driving customer loyalty, ensuring customer satisfaction, and delivering measurable value from our products and services. You'll work closely with cross-functional teams, including Product, Operations, Marketing, and Services, to promote customer service and drive business growth.

Key Responsibilities:

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

• Drive customer loyalty and ensure customers are satisfied with support and are realizing measurable value from our products and services
• Display leadership skills to inspire and motivate staff to provide world-class experience 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, and use data to influence and drive visible results
• Drive utilization and optimization of technology and execute on sound business plans for investment in technology
• Establish operational infrastructure to lead initiatives to ensure 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

What We Offer:

* Competitive salary range: $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

About arenaflex:

arenaflex is committed to creating a workplace that is inclusive, diverse, and equitable. We believe that work becomes profoundly fulfilling when driven by a higher purpose. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues.

How to Apply:

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to hearing from you. Apply To This Job

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] should you require any accommodations.

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