Experienced Customer Support Manager – Remote Leadership and Operational Excellence
At arenaflex, we're on a mission to revolutionize the leave and accommodations experience, empowering employers to bring humanity, certainty, and efficiency to this critical process. As a leader in our industry, we're committed to creating user-friendly technology that makes a real difference in people's lives. We're now seeking an exceptional Customer Support Manager to join our team and drive operational excellence in our Support Center.
About arenaflex
arenaflex is a dynamic and innovative company that values creative, innovative people who are passionate about their work and believe there is always a better way. We're proud of our core values, which guide everything we do:
- Make a Difference: We're inspired to make an impact through our hard work, talent, and passion. We push ourselves each day to better serve our teams, our clients, and our community.
- Team First: We're driven by team spirit, not self-interest. We value collaboration and approach our work with humility and a desire to win together.
- Own it: If we say it, we mean it. We follow through on our commitments, step up to deliver, and grow from our successes and failures.
- Everyone Matters: No matter your background or experience, everyone's voice holds value here.
Job Summary
As our Customer Support Manager, you'll lead a team of Production Support Specialists (Tier 2 team) and provide mentorship and goal setting to ensure their success. You'll be responsible for responding to urgent and escalated client questions and issues, leading major incident response, and developing and reinforcing best practices. You'll also perform production support hand-off presentations, support tool training, and other ad hoc training when needed.
Key Responsibilities
* Lead a team of Production Support Specialists (Tier 2 team) and provide mentorship and goal setting to ensure their success.
- Respond to urgent and escalated client questions and issues, including bugs, feature requests, and business processes, primarily through a web-based ticketing system and support line.
- Lead major incident response for high-severity incidents and communicate with customers and internal partners to provide regular updates and coordinate development, testing, and analysis of root cause.
- Develop and reinforce best practices, leveraging quality scoring to establish goals and opportunities for team members.
- Complete post-mortem retrospectives and root cause analysis.
- Perform production support hand-off presentations and support tool training, and other ad hoc training when needed.
- Identify gaps in procedures and create or update documentation to train team members on standard procedures.
- Document requirements and user stories for production issues and feature requests.
- Lead calls with Support, Customer Success, Product, and Development to align priorities and move stories through SDLC based on client needs, efficiency gains, and other criteria identified as important to the company's strategic goals.
What You'll Need to Succeed
* Bachelor's degree
- Incident Management experience
- Critical thinking and problem-solving skills
- Outstanding written and verbal communication skills
- Strong multitasking and organization skills
- Proven proficiency in troubleshooting and setting priorities
- Experience with Microsoft Office Suite
Nice to Have
* Process improvement knowledge (e.g., ITIL Foundations in Service Management, CMMI, etc.)
- Experience with customer support teams and processes
- Knowledge of FMLA, Disability, and/or ADA
- An understanding of Software Development Life Cycle
- Experience with issue ticketing systems such as Jira and Salesforce
What We Offer
* Competitive salary range: $75k - $90k
- Full-time, salaried position with bonus
- Arenaflex provides a wide variety of perks and benefits, including:
+ Full medical, dental, vision, 401K, and life insurance + Support for your professional growth, including industry training and CLMS Certification, opportunities for additional industry and technology certifications, and continuing education
- Remote work environment with a beautiful view of Golden, Colorado
- Collaborative and dynamic team culture that values creativity, innovation, and teamwork
How to Apply
If you're a motivated and experienced leader who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your application, and take the first step towards a rewarding new role with arenaflex. Apply To This Job Apply for this job