Experienced Full Stack Director of Customer Support – Web & Cloud Application Development

Join arenaflex, a leading provider of innovative solutions for the multifamily property management industry, as we continue to revolutionize the way property managers operate and interact with their residents. Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of managing and scaling high-performing customer support teams? If so, we want to hear from you! arenaflex is seeking an experienced Director of Customer Support to join our team and help us continue to provide world-class support to our customers.

About arenaflex

arenaflex is a cutting-edge technology company that has been at the forefront of the PropTech industry since 2011. Our flagship product suite, Happy Property, has captured over 400 million photos and has 3.5 million units on its platform. We're a team of thinkers, talkers, planners, makers, builders, and everything in between, united by a shared purpose: improving the lives of others.

Our Culture

At arenaflex, we're dedicated to building a better community, both within our company and in the communities we serve. We strive to create an inclusive, supportive culture that empowers each arenaflex'er to succeed and grow. Our flexible company culture allows you to work from anywhere, and we offer a range of benefits to support your well-being and career development.

The Role

As our Director of Customer Support, you'll be responsible for leading our customer support team and developing strategies to deliver exceptional customer experiences. You'll work closely with our Product, Engineering, Sales, Professional Services, and Customer Success teams to ensure seamless collaboration and customer satisfaction.

Key Responsibilities:

* Define and implement our customer support strategy in alignment with company goals and customer success initiatives

• Set objectives, KPIs, and SLAs, and ensure team performance meets or exceeds industry standards
• Promote a customer-centric culture focused on improvement and customer satisfaction
• Supervise day-to-day operations of the customer support team, ensuring superior service levels
• Identify areas of improvement, and implement and optimize customer support tools, processes, and workflows to improve KPIs and team performance
• Work closely with Product, Engineering, Sales, Professional Services, and Customer Success teams to ensure high collaboration in service of the customer
• Advocate for customers by identifying and providing feedback on product and process improvements, common support themes
• Elevate the overall efficacy of individuals and teams by implementing comprehensive documentation, self-service resources, and training

Essential Qualifications & Skills:

* 7+ years of experience in customer support with 3+ years of experience in a leadership role within a SaaS or technology company

• Proven track record of managing and scaling customer support teams and operations
• Strong knowledge of customer support software and integrations, such as Zendesk, Intercom, Jira, and experience with CRM tools such as Salesforce, Hubspot, others
• Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers
• Analytical skills with experience in producing and analyzing support metrics, KPIs, reports, and other measurable data
• Demonstrated ability to lead, coach, and develop high-performing teams in a comparable environment
• Customer-focused mindset with a passion for delivering an exceptional customer experience

Preferred Qualifications & Skills:

* Experience in managing a high-performing customer support team

• Expertise in reporting, ticketing systems, and analyzing trends and performance metrics
• High collaboration with other department stakeholders
• Unrelenting customer focus and empathy
• Experience within the multifamily residential property industry
• Previous research experience in an Enterprise B2B SaaS context where you've tackled complex workflows and systems

What You'll Get:

* Competitive and equitable pay, including stock options

• Unlimited vacation time
• Generous paid parental leave
• Monthly stipends to support Wellness and Home Office expenses
• Opportunity to work for one of the fastest growing technology companies in the PropTech industry
• Flexible company culture that allows you to work from anywhere
• A range of benefits to support your well-being and career development

What We're Looking For:

* A leader who is passionate about delivering exceptional customer experiences

• Someone who is experienced in managing and scaling high-performing customer support teams
• A team player who is able to form strong relationships across teams and with customers
• A customer-focused individual with a passion for delivering an exceptional customer experience

How to Apply:

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we want to hear from you! Apply now and take the first step towards a rewarding new role. Apply to this job

Note to Recruitment Agencies:

Please don't reach out to us about our roles - we've got it covered. We don't accept unsolicited agency resumes and arenaflex is not responsible for any fees related to unsolicited resumes. Apply for this job