Job Description
At arenaflex, we're on a mission to revolutionize the way businesses access real-world education and expertise. As a Senior Customer Support Manager, you'll play a pivotal role in shaping the client experience and driving the growth of our advisory business. If you're a seasoned leader with a passion for delivering exceptional support, we want to hear from you. **About arenaflex** arenaflex is a cutting-edge company that's disrupting the traditional business education landscape. Our innovative approach combines real-world expertise with cutting-edge technology to provide unparalleled support to our clients. We're a dynamic team of professionals who thrive in fast-paced environments and are committed to delivering exceptional results. **The Role** As a Senior Customer Support Manager, you'll lead a team of Client Experience Associates (CEAs) who serve as the first point of contact for our clients. Your primary responsibility will be to ensure that every interaction reflects excellence, empathy, and precision. You'll be responsible for managing the day-to-day support operations, including: * Managing the CEA team to deliver fast, accurate, and white-glove support across every stage of the advisory client journey * Overseeing the development and implementation of support processes and workflows * Collaborating with Advisory Partners, Sales, Events, and Systems to ensure seamless handoffs and client satisfaction * Defining success performance-based metrics and coaching the team to exceed them * Continuously improving support operations and workflows to drive efficiency and scalability **Responsibilities** As a Senior Customer Support Manager, you'll be responsible for: * **Team Leadership & Execution** + Manage, coach, and develop the CEA team to deliver accurate, on-brand responses across all channels + Conduct 1:1s, performance reviews, and skill-building sessions focused on objection handling, technical troubleshooting, and tone calibration + Own workload distribution, ensure adequate support during peak volume, and serve as the point of escalation for high-priority tickets + Hire, onboard, and train new team members to full productivity in <30 days + Champion a culture of accountability, feedback, and continuous improvement * **Support Operations & Workflow Optimization** + Oversee day-to-day support execution using platforms like Gorgias, HubSpot, and Slack + Maintain and evolve the CS Knowledge Base, internal SOPs, and support macros + Ensure all guided responses, chatbot flows, and AI-generated outputs align with brand voice and current workflows + Lead quarterly QA reviews and ticket audits to uphold service standards + Propose and implement automation and tooling to improve speed and accuracy * **Accounts Receivable & Payment Resolution** + Manage AR-related workflows including dunning sequences, payment plan follow-ups, and issue resolution + Coach CEAs responsible for payment collections, and refine scripts/templates for tone and efficiency + Monitor recovery rates and ensure the post-recovery failed payment rate stays under 3% + Partner with Systems/Finance to implement new processors and billing automations * **Workshop Fulfillment & Client Communication** + Own the oversight for each workshop of distribution, QA, and delivery of guest lists, surveys, testimonials, and Google Reviews + Ensure timely and accurate handoffs between CS, Events, and Sales teams + Build playbooks for workshop support, including escalation flows for complex client issues + Assign and train CEAs to own Google Review responses under new playbooks + Oversee the continual update of internal resources, guides, and response libraries * **Reporting, KPIs & Systems Adoption** + Track team KPIs: ticket volume, response time, resolution time, client satisfaction, AR recovery, and more + Share performance dashboards and insights with CS leadership weekly + Drive adoption of internal AI tools, including training the team on proper prompt use and LLM-guided workflows + Audit chatbot effectiveness and ensure continuous improvement using data from Gorgias and guided response performance **Results** You will be measured on your ability to: * Maintain <3% failed payment rate after recovery efforts * Achieve >90% CSAT on ticket responses * Ensure 100% of support tickets meet internal SLA (e.g., first response in <2 hours, non-urgent resolution time <8 hours, urgent resolution time <4 hours) * Deliver 100% of guest lists, surveys, and testimonial assets on time with <1% error rate * Hit >95% QA compliance score across support tickets * Consistently improve resolution speed while reducing manual effort * Keep chatbot flows and LLM guides updated quarterly **Requirements** We're looking for someone who has: * 4+ years in customer support, client success, or customer experience * 2+ years managing support or operations teams, ideally in high-growth environments * Hours are 8am-5pm CT with flexibility to work outside of these as needed * Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI * Strong knowledge of systems like Gorgias, HubSpot, Slack, and AI-driven support tools * Excellent written communication and training skills - you know how to teach someone to "write like the brand" * Proven success owning AR processes and driving payment collection with empathy * A track record of creating, documenting, and refining SOPs and playbooks * Strong operational rigor - you track KPIs, audit workflows, and execute fast * High EQ and leadership presence, you give feedback directly, without drama * Clear alignment with arenaflex values and culture: extreme ownership, high standards, and love for the work **Location** * Remote * Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI **Reporting To** * Senior Director, Fulfillment Operations **Managing** * A remote team of 3 Client Experience Associates (Eastern time, working on central time zone) **Compensation** * $124,000 - $152,000 base salary based on years of experience * The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below). **Benefits** * Flexible Time off Policy and Company-wide Holidays (including winter break) * Health Insurance options including Medical, Dental, Vision * 401k offering for Traditional and Roth accounts with an employer match * Monthly wellness allowance * State of the art gym for employee use at HQ **arenaflex Core Values** Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business. * **Competitive Greatness** + Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns. * **Sincere Candor** + Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally. * **Unimpeachable Character** + Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing. If you're a seasoned leader with a passion for delivering exceptional support, we want to hear from you. Apply now to join the arenaflex team and help shape the future of business education. Apply for this job