Senior Customer Care Manager – Device Operations & Team Coaching (Omaha, NE) – arenaflex

Why arenaflex?

arenaflex is the leading all‑in‑one platform that empowers restaurants to run smoother, sell more, delight guests, and keep their teams motivated. From point‑of‑sale hardware to cloud‑based analytics, our technology is the backbone of modern dining experiences. As we continue to expand our device ecosystem, we need passionate leaders who can turn technical challenges into opportunities for exceptional service. If you thrive in fast‑moving, technology‑driven environments and love coaching people to reach their highest potential, this is your chance to make a real impact.

Position Overview

As the Customer Care Manager – Device you will lead a dynamic team of support agents in our Omaha, Nebraska office. You will be the subject‑matter expert for all device‑related inquiries, guiding customers through troubleshooting, installation, and maintenance journeys. Your role bridges the gap between customers, internal product teams, sales, and onboarding, ensuring seamless processes and consistent, high‑quality support.

Key Responsibilities

• Team Leadership & Coaching: Directly manage a team of 8‑12 device support agents, overseeing daily attendance, schedule adherence, and performance metrics.
• Quality Assurance: Conduct regular QA reviews, one‑on‑one coaching sessions, and real‑time feedback to continuously elevate agent effectiveness.
• Training & Development: Design and deliver onboarding curricula, technical troubleshooting workshops, and product‑knowledge updates to keep the team ahead of new device releases.
• Customer Journey Ownership: Own the end‑to‑end experience for customers facing device issues, from first contact through resolution, ensuring timely and empathetic service.
• Cross‑Functional Collaboration: Partner with Restaurant Success, Sales, Onboarding, and Product teams to create and refine support guidelines, escalation paths, and knowledge‑base articles.
• Process Improvement: Identify pain points, propose solutions, and drive implementation of streamlined workflows that reduce resolution time and improve satisfaction scores.
• Escalation Management: Step in on high‑severity cases, mentor agents through complex scenarios, and lead supervisor calls when needed.
• Reporting & Analytics: Generate weekly and monthly performance dashboards, track key KPIs (CSAT, FCR, AHT), and present insights to senior leadership.

Essential Qualifications

• Minimum 3 years of experience in a performance‑management role (Team Lead, Supervisor, or Manager) within a contact‑center or technical support environment.
• At least 4 years of hands‑on experience delivering outstanding customer service and championing the customer experience.
• Proven ability to operate independently, prioritize competing demands, and thrive in an ever‑changing, fast‑paced setting.
• Demonstrated track record of solving complex technical problems with urgency, professionalism, and a customer‑first mindset.
• Familiarity with networking troubleshooting tools such as Meraki Dashboard, Ubiquiti Dashboard, or comparable platforms.

Preferred (Nice‑to‑Have) Skills

• Experience handling inbound phone calls and managing ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
• Background in the SaaS or technology industry, particularly with POS hardware or IoT devices.
• Willingness to work flexible schedules that may include weekends, holidays, and evenings to align with customer demand.
• Technical understanding of POS hardware, networking devices, and connectivity protocols.

Core Competencies & Skills

• Leadership & Coaching: Ability to inspire, develop, and retain talent while fostering a culture of continuous improvement.
• Communication: Clear, concise, and empathetic communication with both customers and internal stakeholders.
• Analytical Thinking: Strong data‑driven mindset to interpret metrics, identify trends, and make informed decisions.
• Problem‑Solving: Creative, solutions‑oriented approach to resolve technical issues quickly and effectively.
• Adaptability: Comfort navigating ambiguity, shifting priorities, and evolving product landscapes.
• Collaboration: Proven ability to work cross‑functionally, influencing without authority to drive process enhancements.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Care Manager, you will have access to:

• Leadership development programs, including mentorship from senior executives and external coaching.
• Technical certification pathways for networking, cloud services, and POS hardware.
• Opportunities to transition into senior operations, product management, or regional leadership roles as the organization scales.
• Regular “Lunch & Learn” sessions featuring industry experts on AI, machine learning, and emerging restaurant technologies.
• Support for attending conferences, workshops, and industry events to stay ahead of market trends.

Work Environment & Culture at arenaflex

Our Omaha office blends collaborative in‑person interaction with the flexibility of hybrid work. We celebrate a culture built on:

• Inclusivity: Diversity, equity, and inclusion are baked into every process, ensuring every voice is heard and valued.
• Innovation: Teams are encouraged to experiment with AI tools, automation, and new support methodologies.
• Community: Regular team‑building events, volunteer days, and a supportive network of “arenaflex Toasters” who share knowledge and celebrate wins.
• Transparency: Open communication channels with leadership, clear roadmaps, and frequent updates on company performance.

Compensation, Benefits & Total Rewards

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $72,000 – $115,000 USD, commensurate with experience and expertise.
• Performance Bonuses: Quarterly incentive plans tied to team KPIs and individual contributions.
• Equity Participation: Stock options or RSUs for eligible employees, aligning personal success with company growth.
• Health & Wellness: Comprehensive medical, dental, vision, and mental‑health benefits.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and holidays, plus additional days for community service.
• Learning Stipend: Annual budget for courses, certifications, or conferences.
• Flexible Work Arrangements: Hybrid schedule that balances remote productivity with in‑office collaboration.
• Employee Assistance Programs: Resources for financial counseling, legal advice, and personal support.

AI & Innovation at arenaflex

We are “Hungry to Build and Learn.” arenaflex equips every team member with cutting‑edge AI tools that accelerate problem‑solving, improve response times, and enhance the overall customer experience. From AI‑driven ticket routing to predictive analytics for device health, you’ll have the resources to lead a forward‑thinking support operation.

Application Process & Next Steps

Ready to lead a high‑performing device support team and shape the future of restaurant technology? Follow these steps to apply:

1. Submit your updated resume and a cover letter highlighting your leadership achievements and technical expertise.
2. Complete the online assessment that evaluates your problem‑solving and communication style.
3. Participate in a virtual interview with the Hiring Manager, followed by a panel interview with senior leadership.
4. Enjoy a final “culture fit” conversation with a member of the arenaflex People Team.

arenaflex is committed to an accessible and inclusive hiring process. If you require accommodations at any stage, please email [email protected].

Join arenaflex Today

If you are a resilient, motivated leader who loves turning complex technical challenges into delightful customer experiences, we want to hear from you. Apply now and become a key part of arenaflex’s mission to power the restaurant industry with innovative device solutions.

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