Director of Customer Support – Driving Customer Satisfaction and Team Excellence at arenaflex

About arenaflex

arenaflex is a pioneering company that has been revolutionizing the way people live and work since its inception in 2011. Our mission is to empower individuals and communities to thrive by providing innovative solutions that make a tangible impact. With a strong focus on customer satisfaction and team excellence, we're on a quest to build a better world, one community at a time.

Join arenaflex and Make Work Happy!

We're seeking an experienced Director of Customer Support to join our dynamic team. As a key member of our leadership, you'll play a pivotal role in shaping our customer support strategy, driving team performance, and ensuring exceptional customer experiences. If you're passionate about delivering outstanding support, leading high-performing teams, and fostering a culture of excellence, we want to hear from you!

Responsibilities/Job Duties:

As our Director of Customer Support, you'll be responsible for:

• Defining and implementing our customer support strategy in alignment with company goals and customer success initiatives
• Setting objectives, KPIs, and SLAs, and ensuring team performance meets or exceeds industry standards
• Promoting a customer-centric culture focused on improvement and customer satisfaction
• Supervising day-to-day operations of the customer support team, ensuring superior service levels
• Identifying areas of improvement, and implementing and optimizing customer support tools, processes, and workflows to improve KPIs and team performance
• Working closely with Product, Engineering, Sales, Professional Services, and Customer Success teams to ensure high collaboration in service of the customer
• Advocating for customers by identifying and providing feedback on product and process improvements, common support themes
• Elevating the overall efficacy of individuals and teams by implementing comprehensive documentation, self-service resources, and training

Required Qualifications & Skills:

To succeed in this role, you'll need:

• 7+ years of experience in customer support with 3+ years of experience in a leadership role within a SaaS or technology company
• Proven track record of managing and scaling customer support teams and operations
• Strong knowledge of customer support software and integrations, such as Zendesk, Intercom, Jira, and experience with CRM tools such as Salesforce, Hubspot, others
• Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers
• Analytical skills with experience in producing and analyzing support metrics, KPIs, reports, and other measurable data
• Demonstrated ability to lead, coach, and develop high-performing teams in a comparable environment
• Customer-focused mindset with a passion for delivering an exceptional customer experience

Week by Week – Your Onboarding Journey:

During your first 2-4 weeks, you'll:

• Get to know our leadership, culture, and values
• Complete our arenaflex orientation and onboarding program
• Onboard with the Customer Support and Engineering teams
• Familiarize yourself with our systems and tools
• Read our favorite industry primers
• Attend your first Company Wide Meeting (monthly)

Week by Week – Your First 1-6 Months:

During your first 1-6 months, you'll:

• Review and update reporting, metrics, and goals for performance of L1 and L2 support teams
• Identify improvement opportunities in the process and craft plans for action
• Evaluate the performance of L1 and L2 support staff and develop career development and performance goals

Week by Week – Your First 6-12 Months:

During your first 6-12 months, you'll:

• Identify needs and triggers for ongoing department growth and scaling

What You Could Expect Day-to-Day:

As our Director of Customer Support, you'll:

• Provide hands-on leadership and mentoring for Customer Support staff
• Track support KPIs and drive improvement and performance within the team
• Collaborate with Customer Success, Engineering, and others to provide the best experience for our customers
• Work with Support team to resolve difficult escalations and manage customer relationships

What We Think You Need to Be Successful:

To excel in this role, you'll need:

• Experience in managing a high-performing customer support team
• Expertise in reporting, ticketing systems, and analyzing trends and performance metrics
• High collaboration with other department stakeholders
• Unrelenting customer focus and empathy

Keys to Optimum Happiness at arenaflex:

To thrive in our dynamic environment, you'll need to:

• Push forward in ambiguity while striving for clarity
• Prioritize for sustained impact vs helping in the moment
• Empower teams instead of enforcing standards
• Leverage technology to serve humanity in a way that is accessible to all
• Be a proactive contributor to design and research team culture, with a strong growth mindset
• Experience and understanding of early-stage startups and the challenges they face
• Experience within the multifamily residential property industry
• Previous research experience in an Enterprise B2B SaaS context where you've tackled complex workflows and systems

Technologies Used:

* Zendesk

• Jira
• Gainsight

About arenaflex:

arenaflex is a pioneering company that has been revolutionizing the way people live and work since its inception in 2011. Our mission is to empower individuals and communities to thrive by providing innovative solutions that make a tangible impact. With a strong focus on customer satisfaction and team excellence, we're on a quest to build a better world, one community at a time.

Our HappyCo Culture:

arenaflex strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to do our best work. We're devoted to building an inclusive, supportive culture that empowers each arenaflex'er to succeed and grow. To learn more about our culture, check out our careers page!

We Offer:

* Work from anywhere supported by a flexible company culture

• Opportunity to work for one of the fastest growing technology companies in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and equitable pay, including stock options
• Monthly stipends to support Wellness and Home Office expenses

Find out more about our US Employee Benefits here!

Diversity, Equity, and Inclusion:

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that arenaflex upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. arenaflex is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

A Note to Recruitment Agencies:

Please don't reach out to us about our roles - we've got it covered. We don't accept unsolicited agency resumes and arenaflex is not responsible for any fees related to unsolicited resumes. Apply Job! Apply for this job