At arenaflex, we're revolutionizing the way businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success. As a seasoned and hands-on Customer Support Manager, you'll play a pivotal role in overseeing the delivery of a world-class support experience that exceeds customer expectations and delights even the most demanding customers.
**About arenaflex**
arenaflex is the world's leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, arenaflex unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences.
**Our Culture**
At arenaflex, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in.
**Job Summary**
We're seeking an experienced Customer Support Manager to lead and scale our North America Frontline Support team, meeting ambitious targets, hiring and mentoring a talented team, and implementing unparalleled support systems and processes to develop a world-class team. As a core member of our Support management team, you'll report to the Global Director of Frontline Support.
**Key Responsibilities:**
* Manage a large team of individual contributors within the Customer Support department, meeting and exceeding operational targets set by leadership
* Focus first and foremost on leading, building, and maintaining a culture of top-performing team players, nurturing and identifying strengths and opportunities for each individual
* Serve as a coach, mentor, and leader, helping individuals develop their skills and grow in their careers while setting expectations on performance based on feedback and transparency
* Manage the day-to-day team operations, set goals, and drive team development to achieve performance and career goals
* Motivate and empower your entire team to achieve their goals
* Be responsible for and drive key metrics that ensure the quality of our service
* Manage customer escalations to create positive interactions and outcomes for both clients and all internal stakeholders
* Coordinate with talent acquisition and internal teams to recruit, hire, and train new team members
* Collaborate with internal stakeholders to improve processes and holistically drive effective solutions for our customers
* Analyze team members' performance data to make informed decisions about team management
* Partner with Support Ops and management to support change in team structure, shift scheduling, staffing, etc.
* Develop and nurture relationships across the entire organization at arenaflex to advocate for the best customer experience possible
**Qualifications:**
* 6+ years of Customer Support experience, including at least 3 years managing a large team of individual contributors - experience with a 24x7 follow-the-sun support model is a plus
* Proven track record of exceeding goals and achieving growth and success
* Advanced proficiency with customer support technologies and tools supporting SaaS (Zendesk, Jira, arenaflex, Intercom, etc.)
* Ability to attract, hire, coach, and retain talent globally
* Problem solver and results-driven, able to quickly think on your feet
* Customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
* Creative problem solver and able to identify obstacles and viable solutions
* Proactive, organized, focused, and able to ruthlessly prioritize with a strong sense of accountability and ownership
* Exceptional communication and presentation skills, both oral and written, including the ability to share technical information with non-technical audiences
* Prior experience working for a tech startup or a similar environment is highly preferred
**Key Traits:**
* Coachable, resilient, solution-oriented, and able to find the fun in a good challenge
* Willingness to invest in growth and development, both personally and professionally
* Builder mentality, with a passion for innovation and continuous improvement
**Why Join arenaflex?**
* Key moment to join arenaflex in terms of growth and opportunities
* Our people matter, and work-life balance is important at arenaflex
* Fast-learning environment, entrepreneurial, and strong team spirit
* 45+ Nationalities: cosmopolitan and multi-cultural mindset
* Competitive salary package and equity
* Medical, dental, and vision insurance is 100% covered
* 401k plan with company matching
* Unlimited PTO - take the time you need to come to work feeling great!
* Wellness, internet, and childcare reimbursements
* Generous parental leave policy
**Diversity, Equity, and Inclusion Statement:**
At arenaflex, we believe diversity, equity, and inclusion are core to our journey. We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We're working to create a place filled with diverse people who can enrich and learn from one another. We're committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
**Compensation:**
* $95,000 - $125,000 per year
**Location:**
* USA
**How to Apply:**
If you're a seasoned Customer Support Manager looking for a new challenge, apply now to join the arenaflex team!