Experienced Full Stack Technical Customer Support Manager – Web & Cloud Application Development

At arenaflex, we're on a mission to empower learners and educators through technical clarity, efficiency, and care. As a seasoned leader in technical customer support, you'll play a pivotal role in shaping the future of our support function, guiding a high-performing team, and helping us scale our operations to meet the evolving needs of our clients. About arenaflex arenaflex is a unified platform company that's reimagining what great support looks like. We're a remote-first team of 130+ people who care deeply about our work and about each other. Our core values of caring, curiosity, and drive shape how we show up for each other, our partners, and the learners and educators we serve. We're committed to inclusion and belonging, not just in principle but in practice, and we know that diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. The Role You'll Play As our Manager, Technical Customer Support, you'll lead our Client Empowerment team, which supports clients using our One45 and Analytics products. These clients are deeply mission-driven, and so is our team. You'll manage people, shape processes, and model leadership, while guiding a shift toward smarter, more scalable support, reducing manual effort, embracing data and AI, and building a more resilient function as our client base and product surface area grow. Key Responsibilities - Lead a high-performing Tier 2 support team, guiding them toward adaptability, trust, and operational maturity. - Modernize our operational foundation, implementing better systems and processes to reduce manual work and increase capacity. - Help shape how support evolves as our company scales, introducing AI tooling that saves time and reduces complexity. - Guide a cultural shift toward growth, coaching CERs into confident, independent problem-solvers. - Deliver stronger insight loops between support and product, increasing product quality and client satisfaction. - Collaborate closely with Engineering, Product, and Customer Success to close the loop between client issues and product decisions. What You'll Help Make Possible - Create a more agile, efficient support function that can scale without burnout. - Introduce AI tooling that saves time and reduces complexity. - Shift our culture from dependency to growth, coaching CERs into confident, independent problem-solvers. - Deliver stronger insight loops between support and product, increasing product quality and client satisfaction. What You Bring to the Table - People Leadership: You've directly managed a technical support team in a B2B SaaS environment, coaching team members with varying experience levels and communication styles, holding performance conversations, and supporting both team cohesion and individual growth. - Support Operations Fluency: You've owned or improved core support processes, ticket workflows, SLAs, queue triage, escalations, and documentation, knowing what good looks like in a high-trust, high-responsibility support function. - Trust-First Change Leadership: You've helped teams move through operational or cultural change, reading a room, reframing concerns, and modeling openness, building buy-in without steamrolling and leading teams toward growth. - Data Comfort and Curiosity: You understand how to use metrics to guide behavior, highlight priorities, and advocate for change, being comfortable establishing metrics, interpreting them, and helping others learn to do the same. - Cross-functional Confidence: You've worked closely with Engineering, Product, and Customer Success to close the loop between client issues and product decisions, speaking fluently across technical and customer-facing domains and being respected as a collaborative thought partner. - Coaching Mindset: You see leadership as a long game, invested in helping people grow, even when it's hard, tailoring your approach to the person and creating space for feedback, ownership, and development. How We Support You - Fair, transparent salary: The hiring salary for this role is $100,000–$110,000 CAD, within a broader internal pay band. - Learning budget: $3,000 annually for professional or personal development. - Long-term value: Access to employee stock options as part of our shared growth. - Remote-first work: Fully remote within Canada, with up to 6 weeks per year to work internationally. - Generous time off: Two-week company-wide closure in December, self-directed vacation (most take 4-6 weeks), and one Friday off per month from February to November. - Health benefits: Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati. - Retirement planning: GRSP matching program with up to 2% salary contribution. What to Expect From the Process - Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you'll be given equal consideration. - Your application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here. - We don't use AI to evaluate applications, but we may use AI-powered note-taking to support focus and accuracy during our conversations. - Our goal is to learn about and understand your career journey, abilities, and interests while giving you the insight you need to decide whether this role and team feel like the right fit. Life at arenaflex - We're a remote-first team of 130+ people who care deeply about our work and about each other. - Our core values of caring, curiosity, and drive shape how we show up for each other, our partners, and the learners and educators we serve. - We're committed to inclusion and belonging, not just in principle but in practice, and we know that diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. How to Apply If you're looking for purposeful work, room to grow, and a team that's as thoughtful as it is ambitious, we hope you'll consider joining us. Apply now to become a part of arenaflex's journey to empower learners and educators through technical clarity, efficiency, and care. ```html

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