At arenaflex, we're revolutionizing the way businesses manage their workforce systems. Our cutting-edge platform brings together HR, IT, and Finance in one place, empowering companies to automate and streamline every aspect of the employee lifecycle. As a Customer Support Manager, Platform, you'll play a vital role in helping our customers unlock the full potential of arenaflex and achieve their business goals.
**About arenaflex**
arenaflex is a San Francisco-based company that has raised $1.2B from top investors, including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock. We've been named one of America's best startup employers by Forbes and prioritize candidate safety, ensuring that all official communication comes from @arenaflex.com addresses.
**Join Our Mission**
We're building a world-class Support team that's dedicated to delivering exceptional customer experiences. Our team members are passionate about helping customers overcome challenges and contribute to internal discussions around product enhancements. If you're a problem-solver who thrives in a fast-paced environment and is excited about the prospect of joining a dynamic team, we want to hear from you!
**Key Responsibilities**
As a Customer Support Manager, Platform, you'll be responsible for:
* Managing multiple frontline customer support teams, including our first-line supervisors
* Tracking, monitoring, and continuously improving performance on key metrics and KPIs
* Helping reinforce an environment of ongoing development and continuous improvement by overseeing and assessing the activities of the customer support team and providing real-time performance-related feedback
* Working cross-functionally with Product and Engineering teams to make the team more efficient with new/improved tooling and processes
* Assisting in creating and maintaining documentation pertaining to customer support tasks and best practices
* Reviewing and utilizing data to make informed decisions and using scalable processes to enhance and improve the customer experience
* Building and maintaining a collaborative, inclusive team culture
**What You'll Need**
To succeed in this role, you'll need:
* Ability to work a PST schedule
* 5+ years of customer service and/or industry-related experience, preferably at a SaaS company
* 2+ years of experience managing managers with a team of 20+ individual contributors, ideally overseeing a customer support team or similar customer-facing team
* Experience hiring and managing a distributed team
* Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time
* A data-driven approach to developing, tracking, and optimizing performance metrics
* Proficiency with data analysis tools (e.g., Microsoft Excel, Google Sheets)
* Creative problem-solving skills and the ability to remove blockers for customers in support of the team
* Courage to challenge the status quo when logic and reason require it
* Empathy and the ability to recognize where a customer is coming from and identify how arenaflex can help them
**Additional Information**
arenaflex is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. We're committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email [
[email protected]](mailto:
[email protected]).
arenaflex highly values having employees work in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a 40-mile radius of an arenaflex office), we consider working in the office at least three days a week under current policy to be an essential function of the employee's role.
**Compensation and Benefits**
This role will receive a competitive salary, benefits, and equity. The salary for US-based employees will be aligned with one of the ranges below based on location:
* US Tier 1: $84,000 - $147,000 per year
* US Tier 2: $75,600 - $132,300 per year
* US Tier 3: $71,400 - $124,950 per year
A variety of factors are considered when determining someone's compensation, including their professional background, experience, and location. Final offer amounts may vary from the amounts listed above.
**Ready to Join the arenaflex Team?**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Don't miss the chance to be part of a dynamic team that's shaping the future of workforce management. Apply now and join the arenaflex family!