Head of Customer Experience & Support Operations – Strategic Leadership for 24/7 SaaS Platform at arenaflex

About arenaflex

arenaflex is on a bold mission to reinvent how commercial and multifamily properties think about, deliver, price, and manage their parking ecosystems. By leveraging a cloud‑native platform that blends real‑time data, automated billing, and intuitive user interfaces, arenaflex helps property owners unlock new revenue streams, streamline day‑to‑day operations, and provide tenants with a frictionless parking experience. As a fast‑growing, venture‑backed startup, arenaflex operates at the intersection of prop‑tech, mobility, and urban innovation. Our culture is built on curiosity, relentless execution, and a deep commitment to solving real‑world problems that affect millions of city dwellers every day.

The Role

arenaflex is seeking a visionary Head of Customer Experience & Support Operations to own, scale, and continuously improve the entire support function. This role blends strategic oversight with hands‑on execution, requiring you to set the tone for world‑class service while actively engaging with customers, data, and cross‑functional partners. You will be the champion of every arenaflex user, ensuring that support is not just a cost center but a competitive advantage that drives loyalty, retention, and growth.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, mentor, and inspire a high‑performing Support Operations team. Create clear career paths, conduct regular coaching sessions, and foster a culture of continuous learning.

• Process Architecture: Design, document, and refine support workflows, knowledge‑base articles, and escalation matrices to guarantee speed, consistency, and quality across every customer touchpoint.

• Product Knowledge Enablement: Ensure the support team stays current on new features, releases, and roadmap updates so that customers receive accurate, timely assistance.

• Performance Management: Establish rigorous KPIs (first‑response time, resolution time, CSAT, NPS), conduct regular quality audits, and implement data‑driven coaching to raise the bar continuously.

• Cross‑Functional Collaboration: Partner with Product, Engineering, Operations, and Sales to surface pain points, prioritize enhancements, and automate repetitive tasks.

• Data‑Driven Insight Generation: Analyze ticket volumes, trend patterns, and root‑cause data to develop actionable improvement plans that elevate the overall customer journey.

• Strategic Planning with Leadership: Work directly with the CEO, Head of Operations, and future VP of Sales to define support goals, align on company objectives, and report on key performance metrics to the executive team.

• AI & Automation Exploration: Evaluate, pilot, and roll out AI‑powered chatbots, predictive routing, and knowledge‑base recommendation engines to accelerate response times while preserving a human touch.

• 24/7 Coverage Design: Architect a sustainable support model that balances on‑call rotations, shift coverage, and remote work flexibility to meet the always‑on expectations of arenaflex’s global customer base.

• Player‑Coach Mindset: Lead by example—step into the inbox during peak periods, resolve high‑impact tickets, and mentor teammates in real time.

Essential Qualifications

• Minimum 6 years of hands‑on experience with ticketing and CRM platforms (e.g., arenaflex, arenaflex, arenaflex, or comparable chat solutions).

• At least 4 years of people‑management experience in a high‑velocity support environment, with a proven record of building, scaling, and motivating teams.

• Demonstrated success operating within a 24/7 or “always‑on” support model, including shift planning and incident response.

• Strong operations and systems‑thinking capabilities; you naturally identify inefficiencies and design streamlined processes.

• Comfort navigating the rapid pace and ambiguity typical of growth‑stage startups.

• Experience in a B2B2C context, collaborating closely with sales and account management teams (preferred).

• Background supporting payments or transaction‑based products, understanding of compliance and security considerations (preferred).

Preferred Skills & Competencies

• Analytical Acumen: Ability to translate raw support data into strategic initiatives that improve CSAT and reduce churn.

• Technology Fluency: Comfortable evaluating SaaS tools, API integrations, and AI solutions to automate repetitive tasks.

• Communication Excellence: Clear, empathetic communication with customers, executives, and cross‑functional partners.

• Change Management: Proven experience leading teams through process overhauls, technology migrations, and cultural shifts.

• Customer‑Centric Mindset: Deep belief that exceptional support is a core product feature, not an afterthought.

Career Growth & Learning Opportunities

At arenaflex, the Head of Customer Experience sits at the strategic nexus of product, operations, and revenue. Success in this role opens pathways to senior leadership positions such as Vice President of Customer Success, Chief Operations Officer, or even General Manager of a regional business unit. You will have direct access to the founding team, participate in quarterly strategy workshops, and receive a dedicated budget for professional development—whether that means attending industry conferences, earning certifications in AI‑driven support, or enrolling in executive leadership programs.

Work Environment & Culture

arenaflex cultivates a collaborative, high‑energy environment where ideas are judged on merit and initiative is rewarded. Our offices in San Francisco‑Mission and Downtown Long Beach feature open‑plan workspaces, quiet zones, and a “parking‑free” policy that lets you experience our product firsthand. Remote‑first flexibility, generous PTO, and a culture that celebrates both wins and learning moments ensure you stay balanced, motivated, and ready to innovate.

Compensation, Perks & Benefits

• Competitive base salary ranging from $130,000 – $170,000, commensurate with experience and market benchmarks.

• Equity participation that aligns your success with arenaflex’s long‑term growth.

• Comprehensive medical, dental, and vision coverage (80 % employer‑paid for you and dependents).

• 401(k) plan with company match, dependent‑care FSAs, and pre‑tax commuter/parking benefits.

• Flexible paid time off to recharge, care for family, or pursue personal passions.

• Monthly cell‑phone stipend and a one‑time home‑office setup allowance.

• Free lunch on office days and complimentary parking using arenaflex’s own platform.

• Access to wellness programs, mental‑health resources, and regular team‑building events.

Location Preference

We have a strong preference for candidates based in California who can work a hybrid schedule (2‑3 days per week) at our San Francisco‑Mission or Downtown Long Beach locations. Applicants within 30 minutes of a major airport and within 1,000 miles of San Francisco are also encouraged to apply, though they may be considered after California‑based candidates. Candidates beyond the 1,000‑mile radius may face challenges in the selection process due to the need for occasional on‑site collaboration.

Why Join arenaflex?

Joining arenaflex means becoming part of a purpose‑driven organization that is reshaping urban mobility. You will have the autonomy to design a world‑class support organization from the ground up, the resources to experiment with cutting‑edge AI tools, and the platform to make a tangible impact on thousands of daily users. If you thrive in fast‑moving environments, love turning data into action, and are passionate about delivering delight at every customer interaction, arenaflex is the place where your leadership will be celebrated and your career will accelerate.

Apply Today

If you are ready to lead a high‑performing support team, drive operational excellence, and champion the voice of the customer at a high‑growth prop‑tech startup, we want to hear from you. Submit your application now and start your next great adventure with arenaflex.