Experienced Customer Support Operations Lead – High-Growth Event Planning SaaS Company

Join arenaflex, a revolutionary B2B SaaS startup, as we transform the event planning industry and power events at top-tier hotels worldwide. As a Customer Support Operations Lead, you'll play a pivotal role in building and scaling our support function, ensuring seamless customer experiences, and driving business growth.

About arenaflex

arenaflex is a fast-growing, $3M seed-funded B2B SaaS startup that's revolutionizing event planning by streamlining and simplifying event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). Our platform is used by 150,000+ hotels, including industry leaders like Marriott, Hilton, and Hyatt. With plans to double our team headcount and expand our customer base beyond Europe and North America, we're at a critical growth stage and need a talented Customer Support Operations Lead to join our high-impact, fast-paced team.

Company Culture

At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our collaborative team thrives on direct contributions, and each person's impact is felt throughout the organization. We're a company that's scaling fast, where micromanagement doesn't exist, and you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you're someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you!

Benefits

* Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.

• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.

Why This Role Matters

The current Customer Success Director needs to shift fully into lifecycle customer success – onboarding, training, renewals – and our team is looking for someone who can take over the day-to-day ownership of chat support and build out support operations and processes. You'll start as an individual contributor and grow into a true Support Ops leader.

Job Description

We seek a detail-oriented, people-first Customer Support Ops Lead who's a hands-on Individual Contributor and leader to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and building customer support ops from the ground up.

Responsibilities

* Be the first line of defense for live customer issues via Intercom (chat, email, and occasional phone).

• Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros.
• Improve support processes and documentation based on customer interactions.
• Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness.
• Act as a player-coach: lead by example while mentoring and growing a small team.
• Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues.

Qualifications

* 2–5+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company.

• Proven experience building or significantly improving support processes and tooling.
• Hands-on Intercom, or similar software, experience is required (backend workflows, bot management, automations) – (similar: HelpCrunch, Tidio, Freshdesk / Freshchat (Freshworks), LiveChat, LiveAgent, Customerly, etc)
• Operational mindset – someone who enjoys creating order out of chaos and building scalable systems.
• Customer-first mentality with strong communication skills (written and verbal).
• Comfortable in ambiguity, adaptable, and resourceful – thrives in fast-paced environments.
• Bonus: experience mentoring or managing others.
• Bonus: experience in the hospitality or events industry.

Skills and Competencies

* Excellent communication and interpersonal skills.

• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment with multiple priorities.
• Experience with customer support software and tools (Intercom, HelpCrunch, Tidio, etc.).
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Experience with data analysis and reporting.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Support Operations Lead, you'll have opportunities to:

• Develop your leadership skills and mentor a small team.
• Collaborate with cross-functional teams to drive business growth.
• Participate in training and development programs to enhance your skills and knowledge.
• Contribute to the development of our support processes and tools.
• Take on new challenges and responsibilities as the company grows.

Work Environment and Company Culture

Our office is a collaborative and dynamic space where you'll have the opportunity to work with a talented team of professionals. We prioritize work-life balance and offer flexible working arrangements to ensure you can maintain a healthy balance between work and personal life. Our company culture is built on:

• Open communication and transparency.
• Collaboration and teamwork.
• Innovation and creativity.
• Continuous learning and development.
• Recognition and reward for outstanding performance.

Compensation, Perks, and Benefits

We offer a competitive salary range of $80,000 – $90,000, plus a comprehensive benefits package, including:

• Health coverage (100% employee and 50% dependent coverage for vision, health, and dental).
• Maternity leave support.
• Future 401K plan.
• Quarterly meetups and remote work budget.
• Opportunities for leadership advancement and career growth.

How to Apply

If you're a motivated and detail-oriented individual with a passion for customer support and operations, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

SMS Communication Consent Disclaimer

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