**Director, Global Customer Support – Web & Cloud Application Development at arenaflex**

Join arenaflex, a leading innovator in the SaaS industry, as we seek an exceptional Director, Global Customer Support to lead our customer-facing teams in delivering world-class support experiences. As a seasoned leader, you will be responsible for driving strategic initiatives, mentoring high-performing teams, and collaborating with cross-functional teams to enhance product performance and customer satisfaction.

• *About arenaflex**

arenaflex is a dynamic and forward-thinking organization that empowers its employees to drive innovation and excellence in everything they do. With a strong focus on customer satisfaction, arenaflex has established itself as a leader in the SaaS industry, providing cutting-edge solutions to businesses worldwide. Our commitment to excellence, teamwork, and continuous learning creates a unique and rewarding work environment that fosters growth and development.

• *Responsibilities**

As the Director, Global Customer Support, you will be responsible for leading and mentoring a team of front-line managers and technical engineers to deliver world-class support experiences. Your key responsibilities will include:

• **Lead and mentor high-performing teams**: Foster a culture of excellence, innovation, and continuous learning within your team, ensuring that all team members have the skills and knowledge required to deliver exceptional support experiences.
• **Drive strategic initiatives**: Develop and implement strategic plans to improve customer satisfaction, reduce support costs, and enhance product performance.
• **Collaborate with cross-functional teams**: Work closely with internal teams, including product development, sales, and marketing, to identify and address product issues, contribute to product enhancements, and drive innovation.
• **Ensure SLA compliance**: Oversee the implementation of operational policies and procedures to ensure that all service level agreements (SLAs) are met or exceeded.
• **Engage with executive management**: Negotiate and resolve complex issues with executive management, both internally and externally, to ensure that customer needs are met and exceeded.
• **Develop and implement training programs**: Design and deliver training programs to enhance the skills and knowledge of your team members, ensuring that they have the expertise required to deliver exceptional support experiences.

• *Requirements**

To be successful in this role, you will need to possess the following qualifications and skills:

• **Proven experience in managing high-volume support teams**: You should have a strong track record of leading and managing high-volume support teams, preferably within the SaaS or hospitality industry.
• **Strong leadership and development skills**: You should have a proven ability to lead and develop managers and technical teams, with a strong focus on mentoring and coaching.
• **Demonstrated ability to handle large, strategic accounts**: You should have a strong track record of handling large, strategic accounts and meeting SLA targets consistently.
• **Experience working cross-functionally**: You should have experience working cross-functionally to enhance product performance and address customer needs.
• **Excellent communication and negotiation skills**: You should have excellent negotiation, interpersonal, written, and oral communication skills, with the ability to engage with executive management and customers at all levels.

• *Nice-to-haves**

While not essential, the following qualifications and skills would be highly desirable:

• **Experience in the hospitality software or SaaS industry**: You should have experience working in the hospitality software or SaaS industry, with a strong understanding of the challenges and opportunities in this space.
• **Director-level support experience**: You should have experience leading and developing managers and teams in a Director-level support role, ideally with 8-10+ years of experience.
• **Experience managing support teams for large, strategic customers**: You should have experience managing support teams that handle large, strategic customers, with a strong focus on meeting SLA targets and delivering exceptional support experiences.
• **Collaboration with HR and Operations**: You should have experience collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations.
• **Coaching and mentoring skills**: You should have excellent coaching abilities, with experience mentoring early-career professionals considered a plus.

• *Benefits**

arenaflex offers a comprehensive benefits package, including:

• **Hybrid Work Environment**: Balance between remote work and weekly on-site presence in Austin, TX or Orlando, FL.
• **Competitive Compensation**: Comprehensive benefits and competitive salary package.

• *How to Apply**

If you are a motivated and experienced leader with a passion for delivering exceptional customer support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

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