Experienced Full Stack Customer Support Leader – Cloud and Data Management

At arenaflex, we're revolutionizing the way businesses operate in the cloud by providing innovative cloud and data management tools. As a pioneer in this space, we're seeking a seasoned and accomplished Support Leader to join our team and propel us towards our destination. If you're a visionary leader with a passion for innovation and a commitment to delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex has been at the forefront of innovation since our first credit card customer in 1994. We've recognized that technology and data can enable even large companies to be innovative and personalized. As one of the first large enterprises to go all-in on the public cloud, we needed to build cloud and data management tools that didn't exist in the marketplace to enable us to operate at scale in the cloud. And in 2022, we publicly announced arenaflex Software and brought our first B2B software solution, Slingshot, to market.

Building on arenaflex's Pioneering Adoption of Modern Cloud and Data Capabilities

arenaflex Software is helping accelerate the data management journey at scale for businesses operating in the cloud. We've built tools to address various needs, such as data publishing, data consumption, data governance, and infrastructure management. We'll continue to explore where we can bring our solutions to market to help other businesses address these same needs going forward.

Join Our Pioneering Team

We're seeking top-tier talent to join our innovative team and propel us towards our destination. As a Senior Director of Customer Support, you'll have the opportunity to be on the forefront of building this business and bring these tools to market. You'll be joining a team of innovative product, tech, and design leaders that tirelessly seek to question the status quo.

Key Responsibilities

As a Senior Director of Customer Support, you'll be responsible for leading and inspiring a high-performing team of engineers to deliver exceptional support and service. You'll develop and implement strategies to ensure maximum system availability, reliability, and performance. You'll drive innovation and continuous improvement in service delivery and support. You'll develop and execute strategic roadmaps to address complex, large-scale challenges. You'll stay abreast of industry trends and emerging technologies to ensure the organization remains at the forefront of innovation. You'll foster a culture of collaboration, accountability, and customer-centricity.

Basic Qualifications

* Bachelor's degree

• At least 9 years of experience in customer support, customer success, or operations within a SaaS or technology organization
• At least 6 years of experience in operational or site reliability engineering
• At least 5 years of experience in people management roles, with a focus on building, mentoring, and leading high-performing teams

Preferred Qualifications

* Master's degree in Computer Science

• 6+ years of experience in developing and executing strategic roadmaps to address complex customer and business challenges
• Demonstrated ability to understand system architecture, service delivery, and customer experience
• Experience designing scalable processes for proactive customer support and self-service solutions
• Strong leadership skills, communication, and interpersonal skills
• Demonstrated ability to collaborate cross-functionally with product, engineering, and sales teams
• Experience navigating and leading teams through high-growth, fast-paced, or startup-like environments

What We Offer

* Comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being

• Opportunity to work with a pioneering team that's changing the way businesses operate in the cloud
• Chance to develop and execute strategic roadmaps to address complex, large-scale challenges
• Collaborative and customer-centric work environment
• Performance-based incentive compensation, including cash bonus(es) and/or long-term incentives (LTI)

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values diversity, inclusion, and collaboration. We're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in fostering a culture of continuous learning, innovation, and growth. We're passionate about delivering exceptional customer experiences and making a positive impact on our customers' lives.

Compensation and Benefits

* Minimum and maximum full-time annual salaries for this role are listed below, by location

• Remote (Regardless of Location): $280,600 - $320,200 for Sr. Director, Solutions Architecture
• Richmond, VA: $280,600 - $320,200 for Sr. Director, Solutions Architecture
• Performance-based incentive compensation, including cash bonus(es) and/or long-term incentives (LTI)
• Comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being

How to Apply

If you're a visionary leader with a passion for innovation and a commitment to delivering exceptional customer experiences, we want to hear from you. Please submit your application through our website. We can't wait to hear from you and explore how you can join our pioneering team at arenaflex.

Equal Opportunity Employer

arenaflex is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state, or local law. Apply for this job