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 now seeking an experienced and visionary Sr. Director of Customer Support to lead our global support function and drive measurable improvements in customer satisfaction, operational efficiency, and team performance. **Job Summary:** As the Sr. Director of Customer Support, you'll be responsible for developing and executing a comprehensive strategy for our support organization, ensuring timely, empathetic, and effective resolution of customer issues across all channels. You'll lead a high-performing global support team, fostering a culture of empathy, accountability, and customer-first thinking. Your expertise will be instrumental in driving business growth, improving customer satisfaction, and enhancing our reputation as a customer-centric organization. **Key Responsibilities:** ### Strategic Leadership * Set the vision and strategy for a world-class B2B SaaS support organization, aligning with arenaflex's business goals and customer needs. * Design and evolve support delivery models, including self-service, skill-based, and other innovative approaches. * Develop a multi-year roadmap for scaling support, taking into account company growth, product complexity, and customer segmentation. ### Operational Excellence * Own key support metrics, including CSAT, Average Time to Resolve, First Contact Resolution, and Case Deflection, and drive continuous improvement. * Implement and optimize support systems, tools, and workflows, leveraging data to inform decisions and drive efficiency. * Lead vendor and tool selection to ensure the support stack meets business needs, and continuously evaluate and improve the support technology landscape. * Develop and maintain a scalable support infrastructure, including documentation, training programs, and knowledge management systems. ### Team Development & Culture * Lead and develop a high-performing global support team across multiple time zones and regions, fostering a culture of empathy, accountability, and customer-first thinking. * Establish training and career pathing programs to develop frontline support agents into future leaders, promoting growth and retention within the team. * Encourage open communication, collaboration, and feedback within the team, ensuring a positive and inclusive work environment. ### Cross-Functional Influence * Partner closely with Product and Engineering to establish feedback loops and drive product quality, reducing support burden and improving customer satisfaction. * Collaborate with Customer Success and Implementation to ensure a cohesive customer journey, from onboarding to post-sales support. * Participate in incident management, escalations, and post-mortem reviews, ensuring a proactive and responsive approach to customer issues. ### What Success Looks Like: * Customer Support KPIs consistently met or exceeded, demonstrating a strong focus on customer satisfaction and retention. * High customer satisfaction and retention driven by responsive support, with a clear understanding of customer needs and pain points. * Scalable support systems, workflows, and documentation in place, ensuring efficient and effective support delivery. * Engaged and well-coached support team with low attrition, promoting a positive and inclusive work environment. **The Experience You Bring:** * 8+ years in customer support or service leadership, with 3-5+ years in a senior leadership position. * Proven track record of scaling global support operations in a fast-growth tech company, with a strong understanding of support metrics, KPIs, and industry benchmarks. * Experience leading distributed, multicultural teams across regions, with a focus on developing and retaining top talent. * Comfortable using and implementing modern support technologies and AI tools, with a passion for innovation and continuous improvement. * Exceptional communicator, cross-functional collaborator, and executive-level influencer, with a strong ability to build and maintain relationships with stakeholders. * Strong problem-solving skills and a results-driven mindset, with a focus on delivering business outcomes and driving growth. **Nice to Have:** * Exposure to private equity or M&A environments and the operational rigor that comes with it. * Background in post-sale customer experience (Success, Professional Services) is a plus. * Experience implementing a VoIP system. * Experience managing a BPO relationship. **Benefits:** * Flexible PTO * Summer Fridays * Paid Parental Leave * Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage * Flexible Spending Account * Health Savings Account * 401(k) match **Equal Employment Opportunity:** arenaflex is an Equal Opportunity, Affirmative Action Employer. The compensation information below is provided in compliance with job posting disclosure requirements. **Pay Range:** $200,000.00 - $215,000.00 Salary/year **Actual Base Pay:** Will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs. **Compensation:** May also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance. **How to Apply:** If you're a seasoned customer support leader with a passion for driving business growth and customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and achievements. We can't wait to hear from you! Apply for this job