**Experienced Customer Support Manager – Scaling North America Frontline Support at arenaflex**

At arenaflex, we're revolutionizing the way businesses connect with their customers through our cutting-edge integrated customer communications and intelligence platform. With over 20,000 companies worldwide trusting our seamless platform, we're on a mission to drive 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 a global leader in customer communications and intelligence, with a global team of 600+ across nine offices. We're a fast-paced, team-driven environment where curiosity, trust, and impact matter. Our values of customer obsession, continuous learning, and delivering extraordinary outcomes guide everything we do. If you thrive in a dynamic, collaborative setting where innovation and growth are encouraged, you'll fit right in.

• *Key Responsibilities**

As the Manager of Frontline Support, you'll be responsible for leading and scaling 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. Your key responsibilities will include:

• Managing a large team of individual contributors within the Customer Support department, meeting and exceeding operational targets set by leadership
• Focusing on leading, building, and maintaining a culture of top-performing team players, nurturing and identifying strengths and opportunities for each individual
• Serving 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
• Managing the day-to-day team operations, setting goals, and driving team development to achieve performance and career goals
• Motivating and empowering your entire team to achieve their goals
• Being responsible for and driving key metrics that ensure the quality of our service
• Managing customer escalations to create positive interactions and outcomes for both clients and all internal stakeholders
• Coordinating with talent acquisition and internal teams to recruit, hire, and train new team members
• Collaborating with internal stakeholders to improve processes and holistically drive effective solutions for our customers
• Analyzing team members' performance data to make informed decisions about team management
• Partnering with Support Ops and management to support change in team structure, shift scheduling, staffing, etc.
• Developing and nurturing relationships across the entire organization at arenaflex to advocate for the best customer experience possible

• *Qualifications**

To succeed in this role, you'll need:

• 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
• A 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.)
• The ability to attract, hire, coach, and retain talent globally
• Problem-solving and results-driven, with the ability to quickly think on your feet
• A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
• A creative problem solver and ability 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

• *Essential Skills and Competencies**

To excel in this role, you'll need:

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to analyze complex problems and develop effective solutions
• Strong problem-solving and critical thinking skills
• Ability to work in a fast-paced, dynamic environment
• Strong attention to detail and organizational skills
• Ability to prioritize tasks and manage multiple projects simultaneously
• Strong analytical and technical skills
• Ability to work collaboratively with cross-functional teams

• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to investing in our employees' growth and development. As a Customer Support Manager, you'll have access to:

• Opportunities for career advancement and professional growth
• Training and development programs to enhance your skills and knowledge
• Mentorship and coaching from experienced leaders
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Opportunities to work on high-impact projects and initiatives

• *Work Environment and Company Culture**

arenaflex is a global company with a diverse and inclusive culture. We're committed to creating a work environment that's collaborative, dynamic, and supportive. As a Customer Support Manager, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

• *Compensation, Perks, and Benefits**

arenaflex offers a competitive salary package, equity, and a range of benefits, including:

• Medical, dental, and vision insurance
• 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

• *Why Join arenaflex?**

At arenaflex, we're on a mission to revolutionize the way businesses connect with their customers. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic, collaborative team, we'd love to hear from you. Join us and be part of a journey that's shaping the future of customer communications and intelligence.

• *How to Apply**

If you're a motivated and experienced Customer Support Manager looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. Don't forget to mention the word **SOLICITOUSLY** and tag RMzguNjguMTM0LjE5NA== when applying to show you've read the job post completely.