Experienced Full Stack Customer Support Manager – North America Operations

At arenaflex, we're revolutionizing the way businesses connect with their customers through our cutting-edge integrated customer communications and intelligence platform. With a global team of 600+ across nine offices, we're transforming the customer experience landscape, driving smarter conversations, deeper relationships, and measurable success. As a seasoned and hands-on Customer Support Manager, you'll play a pivotal role in 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, 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. Your key responsibilities will include:

• 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 succeed 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
• A creative problem solver and 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 Look For

You are coachable, resilient, solution-oriented, and find the fun in a good challenge! We will invest in you, as you invest in us. We believe that owning your growth and owning your success starts with you, but it's up to us to help provide the platform for learning, growing, and building your career!

Why Join Us?

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

• Our people matter, work-life balance is important at arenaflex
• Fast-learning environment, entrepreneurial, and strong team spirit
• 45+ Nationalities: cosmopolite 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 – irrespective of origins, identity, background, and orientations – 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.

Let's Grow Together

arenaflex is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights. We're creating a place where great people trust one another and thrive together. People flourish at arenaflex, and now is the time to be part of the team and the journey we're on.

Apply Now

If you're a motivated and experienced Customer Support Manager looking to join a dynamic and growing company, please apply to this role. Don't forget to mention the word

SOLICITOUSLY

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