Job Description
At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a leader in the industry, we're committed to delivering exceptional customer experiences that drive loyalty, retention, and growth. We're seeking an experienced Associate Director, Customer Support to join our team and help us achieve this vision. **About arenaflex** arenaflex is a cutting-edge technology company that's transforming the way businesses operate. With a focus on innovation and customer-centricity, we're constantly pushing the boundaries of what's possible. Our team is passionate, collaborative, and dedicated to making a real impact. If you're looking for a challenging and rewarding career, where you can grow and develop as a professional, then arenaflex is the perfect place for you. **Job Summary** We're seeking an experienced Associate Director, Customer Support to lead our Tier 1 support team, managing both internal employees and an external vendor partner. As a key member of our Customer Support leadership team, you'll be responsible for developing and scaling our support operations, driving quality assurance initiatives, and collaborating with cross-functional teams to improve the customer experience. If you have a passion for customer support, leadership, and operational excellence, then this is the perfect opportunity for you. **Key Responsibilities** As an Associate Director, Customer Support, you'll be responsible for: * **Leading and Developing the Tier 1 Support Team**: Manage and develop a high-performing Tier 1 support team, ensuring consistent, high-quality customer support. Collaborate with the vendor partner to ensure seamless integration and alignment. * **Vendor Performance Management**: Own the performance management of the Tier 1 vendor partner, facilitating training, alignment, and process improvements to maximize efficiency and ensure a seamless experience between in-house and outsourced teams. * **Tier 1 Operations Management**: Oversee day-to-day Tier 1 operations, including queue management, response and resolution times, and ensuring adherence to arenaflex support policies and processes. * **Workforce Planning and Staffing Strategy**: Manage Tier 1 workforce planning and staffing strategy, ensuring appropriate coverage, scheduling, and resource allocation to meet service level objectives (SLOs). * **Quality Assurance Initiatives**: Drive quality assurance (QA) initiatives, ensuring high standards of ticket handling, accuracy, and customer satisfaction. * **Self-Service Solutions and Process Improvements**: Implement and optimize self-service solutions, automation, and process improvements to enhance efficiency and reduce ticket volume. * **Cross-Functional Collaboration**: Collaborate with internal teams, including Tier 2/3 Support, Product, Engineering, Onboarding, Implementation, and CSMs, to improve the Customer experience. * **Analyzing Support Metrics and Trends**: Analyze support metrics and trends, using data to inform strategy, improve performance, and proactively address potential issues. * **Training and Knowledge-Sharing Initiatives**: Develop training programs and knowledge-sharing initiatives to continually upskill Tier 1 team members and vendor resources. * **Escalations and Critical Issues**: Manage escalations and critical issues, ensuring timely resolution and effective communication with stakeholders. * **Advocating for Customer Needs**: Advocate for customer needs and support readiness in partnership with Product, Engineering, and CX leadership to ensure smooth rollouts of new features and products. **Requirements** To be successful in this role, you'll need: * **6+ years of experience in customer support leadership**, preferably within a high-growth SaaS or technology-driven environment. * **Proven experience managing large frontline support teams**, including external vendor partnerships. * **Strong operational expertise**, with a track record of improving efficiency, implementing automation, and driving performance improvements. * **Experience managing support ticketing systems (Zendesk preferred)** and using data to drive decisions. * **Excellent leadership, coaching, and people development skills**, with a passion for building high-performing teams. * **Strategic thinker with a hands-on, problem-solving approach**, comfortable navigating change in a fast-paced environment. * **Ability to manage escalations and customer-impacting issues** with professionalism and urgency. * **Strong communication and collaboration skills**, with the ability to influence cross-functional teams and advocate for customer needs. * **Experience with workforce planning, QA programs, and process standardization** to drive operational excellence. * **Ability to be on-call after-hours and weekends or work a non-traditional shift**, as business needs arise. * **Ability to travel occasionally**, as needed. **Benefits** As an arenaflex employee, you'll enjoy a comprehensive benefits package, including: * **20 days of paid time off** * **10 separate sick days** * **11 holidays, plus year-end closure** * **Health, dental, and vision coverage** for yourself and your family * **401k match** * **Remote-office stipend** * **Company equity** * **Generous parental leave plan** * **Volunteer time off** * **Gift matching policy** **How to Apply** If you're a motivated and experienced customer support leader, who is passionate about delivering exceptional customer experiences, then 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! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment, where everyone has the opportunity to thrive. Apply for this job