Experienced Customer Operations Lead – Scaling Support Engine at arenaflex

At arenaflex, we're revolutionizing the future of work by harnessing the power of AI to automate and optimize project management. With a strong focus on innovation and operational excellence, we're building a system that enables a single human to manage 100x more work, done by both AI and people. As a key member of our team, you'll play a crucial role in scaling and improving our support engine, driving efficiency, and ensuring exceptional customer experiences.

About arenaflex

arenaflex is a fast-growing AI startup that's changing the way work gets done. With a $500M+ valuation, hundreds of thousands of users, and backing from YC and Sam Altman, we're well-positioned to lead the industry. Our mission is to empower humans to focus on high-impact tasks while AI takes care of the rest. We're not just building a product – we're building a system that will redefine the future of work.

The Role

We're seeking an experienced Customer Operations Lead to join our team and help scale our support engine. As a Customer Operations Lead, you'll be responsible for managing the daily operations of our support team, including:

• Running the daily operations of the support team
• Managing, training, developing, and coaching customer support representatives (CSRs) to deliver high-quality, efficient support at scale
• Managing workload balancing, shift coverage, and on-call rotations
• Tracking KPIs, flagging issues, and driving performance improvements
• Building and maintaining SOPs, macros, and internal tools to boost consistency and speed
• Helping lead weekly QA and feedback loops with support reps
• Analyzing performance trends and proposing process or tooling fixes
• Owning the upkeep of the internal knowledge base and training resources
• Designing and maintaining dashboards to monitor support performance in real time
• Auditing workflows regularly to eliminate bottlenecks and reduce manual work
• Coordinating with engineering and product to resolve high-priority bugs and edge cases
• Triage escalations and communicate cross-functionally to ensure timely resolutions
• Improving how we use AI in support – including LLM agent workflows and QA tooling
• Helping manage vendor tools (e.g. Intercom, Front, Zendesk) and optimize usage and cost
• Partnering with recruiting and CX leadership to forecast team growth and capacity
• Assisting with onboarding and ongoing training of new support hires

What We're Looking For

* Strong systems thinking and ops instincts

• Extremely organized with great attention to detail
• Can own ambiguous problems and drive them to done
• Sharp communicator – clear in writing, fast on Slack
• Fast learner and very comfortable with new tools
• Strong managerial instincts: can coach, teach, and unblock others quickly
• Bonus: background in support, biz ops, consulting, or process-heavy roles
• Bonus: experience with Zendesk, Intercom, Notion, Retool, Jira
• Bonus: SQL and Sheets fluency (not required)
• No ego. High ownership. Ready to do what it takes

Why This Role?

* You'll be trusted with real ownership from day one

• You'll get exposure to AI systems, ops workflows, and fast decision cycles
• You'll help build the internal systems that power a scaling startup
• You'll work closely with product, eng, and exec teams

What We Offer

* Competitive salary range: $70k-$125k base salary, plus equity compensation

• Opportunity to work with a fast-growing AI startup that's changing the future of work
• Collaborative and dynamic work environment with a team of top talent
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off
• Professional development opportunities, including training and education programs
• Flexible work arrangements, including remote work options

How to Apply

If you're a motivated and experienced professional with a passion for customer operations and a desire to work with a fast-growing AI startup, we encourage you to apply. Please submit your resume, cover letter, and any relevant work samples to [insert contact information]. We can't wait to hear from you!

About arenaflex Culture

arenaflex is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings.

Helpful Links

* How arenaflex Operates: [insert link]

• arenaflex Company Culture: [insert link]
• arenaflex Website: [insert link]

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