Experienced Customer Experience Operations Specialist – Driving Efficiency and Excellence in a Global SaaS Scale-up

About arenaflex

arenaflex is a leading revenue generation platform for accounting and professional services businesses, empowering them to spark greater efficiency and profitability. Founded in 2013, arenaflex has grown to become a global force, with a workforce spanning Australia, Canada, New Zealand, the Philippines, US, and the UK. Our mission is to transform how professional services and their clients do business together, and we're committed to making a lasting impact.

Join our team

At arenaflex, we're passionate about fostering a collaborative, open, and transparent culture that encourages growth, innovation, and excellence. We're a global SaaS scale-up company that values curiosity, intelligence, and a willingness to challenge the status quo. If you're a motivated and results-driven individual who thrives in a fast-paced environment, we want to hear from you!

Role Overview

We're seeking an experienced Customer Experience Operations Specialist to join our team and drive efficiency and excellence in our global operations. As a key member of our CX team, you'll play a critical role in delivering an outstanding customer experience by managing day-to-day operations, strategically aligning with our growth plans, and driving our new Scaled CX initiative. This is a multi-dimensional role that requires technical expertise, communication, change management, and project management skills to drive efficiencies and continuous improvement.

Key Responsibilities

* Tool Management: Administer the current CX Tech Stack and work with stakeholders across the group to evaluate, implement, and test new tools that support all initiatives, including scaled CX.

• Data Management and Reporting: Collaborate with partners across the organization to prioritize and execute data and product needs, including health scoring, churn prediction, and risk signals, to drive proactive, impactful CX playbooks and interventions.
• Trusted Partner: Build strong, trusted partnerships with the Global Customer Experience (CX) team, understanding their needs to provide strategic insights and recommendations. Influence planning and day-to-day operations to drive alignment across regions.
• Program Support: Execute CX initiatives, including Scaled CX, Customer Journey, NRR, and other global initiatives.
• Key Account Management Process Optimization and Ownership: Support the design, implementation, and on-going management of processes and workflows that enhance the efficiency and effectiveness of the Key Account Manager Team.
• Financial alignment: Drive the operational components required to track Net Revenue Retention (NRR) performance.
• Enablement: Partner with functions across the business to identify training needs, assist in developing materials, and ensure the Account Management teams are equipped with the tools and knowledge to succeed.
• Cross-Collaboration: Partner with leaders across Sales, Finance, Product, Data, Marketing, Customer Experience, and Revenue Operations by sharing feedback, requirements, and best practices to ensure efficient operations. Represent CX Operations within the wider Revenue Operations team.

Qualifications

* Experience: 3+ years of experience working in a CX Operations role within a B2B sales organization, preferably Software, SaaS, or Technology. Bonus points for experience within FinTech, Payments, or within a start-up/scale-up business.

• Scaled CX Environment: Experience working within a scaled CX environment, which is PLG driven, in an operations capacity is preferred.
• Modern Customer Success Tools: Demonstrated experience and understanding of modern customer success tools. Bonus points for experience of using Vitally.
• Analytical Skills: Strong analytical skills with the ability to interpret data and provide actionable insights.
• Project Management: Project management and coordination skills, with the ability to explain complex processes simply. Must be an exceptionally organized individual, who is used to managing tasks and project boards in modern project management systems, such as Asana.
• Communication Skills & Influence: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels of the organization. Evidenced experience influencing Sales Leaders, making data-driven recommendations, and gaining support for action.
• Business & Strategic Thinking: Ability to think strategically and develop long-term plans that align with company objectives and growth plans.

What We Offer

* Competitive Salary: A minimum annual salary of $80,000 and maximum annual salary of $125,000, with a typical starting salary around $100,000.

• Employee Stock Options: Employee stock options from day one.
• 401k Program: 401k program with employer matching.
• Accrued Annual Leave/Vacation: 20 days of accrued annual leave/vacation plus 10 wellbeing days to prioritize yourself and your loved ones.
• Paid Parental Leave: Paid parental leave.
• Additional Paid Day Off: Additional paid day off to celebrate your birthday, along with volunteering leave.
• Health, Dental, and Vision Benefits: Health, dental, and vision benefits starting immediately.
• Annual Education Allowance Reimbursement: Annual education allowance reimbursement to support your professional development.
• Employee Recognition Program: Employee recognition program.
• Quarterly Wellness Allowance: Quarterly wellness allowance to invest in your personal wellness.
• Paid Subscriptions: Paid subscriptions to Headspace and LifeWorks EAP & Wellbeing Platform.
• Flexible Working Arrangements: Flexible working arrangements, supported by WFH reimbursement and technology allowance to ensure your safety while working from home.
• Personal Tax Return Assistance: Personal tax return assistance (since we're in the accounting business!).

Experience comes in many forms, and skills are transferable.

Please consider applying, even if you don’t tick all the boxes.

How to Apply

If you're a motivated and results-driven individual who thrives in a fast-paced environment, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact email]. We're an equal opportunity employer, providing fair consideration to all applicants regardless of background. We're committed to providing accommodations throughout the hiring process. If there's a fit, we'll work with you to meet your accessibility needs. For questions, requests, or alternate formats, contact us at [insert contact email].

Join our team and let's transform the future of professional services together!

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