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

Join arenaflex, a fast-growing B2B SaaS startup revolutionizing the event planning industry, as we scale our customer support function and expand our global presence. Are you ready to transform the event planning industry and power events at top-tier hotels across the globe? If so, we invite you to join arenaflex, a high-growth, $3M seed-funded B2B SaaS startup that's changing the way event professionals source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). With 150,000+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, already on board, we're poised for explosive growth.

About arenaflex

arenaflex is a collaborative team that values accountability, an ownership mindset, and a data-driven approach. We're a fast-paced, entrepreneurial environment 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

We're hiring a Senior Customer Support Ops Specialist to level up our support function. You'll be our first hire dedicated to owning support processes and tools – starting as an individual contributor (IC) but quickly becoming the architect of how support operates and scales. You'll report directly to our CEO and work alongside our Director of Client Success.

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's 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

* 2–6+ 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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. You'll have access to:

• Regular feedback and coaching from our leadership team
• Opportunities for professional development and training
• A dynamic and supportive team environment
• A competitive salary and benefits package
• A remote work budget and opportunities for leadership advancement

Work Environment and Company Culture

Our office is a collaborative and dynamic space where 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!

Compensation, Perks, and Benefits

* Salary: $80K–$90K

• Benefits: Health Coverage, Maternity Leave, Future 401K Plan, Quarterly Meetups, and Remote work budget
• Perks: Flexible work hours, Professional development opportunities, and a dynamic and supportive team environment

How to Apply

If you're a detail-oriented, people-first Customer Support Ops Lead who's a hands-on Individual Contributor and leader, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and discuss this exciting opportunity to join arenaflex! Apply for this job