Senior Remote Customer Support Leader – SaaS & InsurTech Operations Management, Team Development & CX Strategy

Why arenaflex Stands Out – Top 3 Reasons to Join Our Team

• Competitive Salary: We recognize and reward expertise with market‑leading compensation.
• 100% Remote: Work from anywhere in the world while staying fully connected to a vibrant global team.
• Cutting‑Edge InsurTech: Shape the future of digital insurance by supporting the market leader in innovative, no‑code insurance platforms.

About arenaflex – Transforming Insurance for a Digital World

At arenaflex, our mission is to empower every insurance carrier to deliver fully digital, accessible policies to consumers worldwide. As a pioneering global no‑code platform, we enable health, life, and property & casualty insurers to launch, manage, and scale products without writing a single line of code.

• Industry‑recognised leader, winner of multiple InsurTech awards across Asia and beyond.
• Trusted by enterprise‑grade insurers such as arenaflex, arenaflex, arenaflex, arenaflex, and arenaflex.
• International, diverse team of 120+ professionals representing 30+ nationalities, all collaborating remotely.
• Backed by reputable venture capital and strategic institutional investors, ensuring long‑term stability and growth.
• Global footprint with offices and partners spanning Asia, EMEA, and the Americas.
• Revenue growth of over 30× since early 2021, reflecting rapid market adoption and product excellence.
• Commitment to an inclusive culture where diverse thoughts, expressions, and perspectives drive innovation for the communities we serve.

What You Will Do – Core Responsibilities

• Lead the Customer Service Function: Own end‑to‑end support operations, ensuring a world‑class experience for clients and partners.
• Policy & Procedure Development: Design, document, and enforce service standards that align with arenaflex’s strategic goals and customer expectations.
• Metrics & Insight Management: Track, analyze, and report on key performance indicators (KPIs) such as CSAT, NPS, resolution time, and first‑contact resolution, turning data into actionable improvements.
• Escalation Handling: Resolve high‑priority or complex issues with professionalism, speed, and empathy, safeguarding customer satisfaction.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Operations to address pain points, influence roadmap decisions, and enhance platform usability.
• Feedback Loop Creation: Establish a continuous feedback mechanism between support and product teams to drive feature enhancements and usability upgrades.
• Tool & System Optimization: Streamline ticketing workflows using platforms such as Zendesk, HubSpot, Salesforce, or similar, and champion automation initiatives.
• KPI Adoption & Advocacy: Define, communicate, and embed performance metrics across the support team, fostering a culture of accountability and excellence.
• Strategic Participation: Contribute to senior‑level discussions on customer lifecycle, retention strategies, and overall satisfaction targets.
• Industry Trend Monitoring: Stay ahead of InsurTech and CX developments, continuously raising the bar for arenaflex’s service delivery.

What We Need – Essential & Preferred Qualifications

• Minimum 6 years of customer service experience in a technology or SaaS environment, with at least 2 years in a managerial or team‑lead capacity.
• Deep understanding of customer journey mapping, support best practices, and service‑level agreement (SLA) management within tech‑focused organisations.
• Prior exposure to the insurance or InsurTech sector is a strong advantage, demonstrating familiarity with regulatory nuances and product complexities.
• Proven track record of scaling support operations in fast‑growing, high‑velocity companies.
• Hands‑on expertise with leading support platforms and CRMs (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce).
• Exceptional problem‑solving abilities, with a proactive mindset toward anticipating and mitigating customer challenges.
• Outstanding communication and interpersonal skills, enabling you to build rapport with customers and collaborate seamlessly across internal teams.
• Data‑driven orientation: comfortable interpreting support metrics and translating insights into strategic initiatives.
• Fluent English; additional language proficiency is a plus, reflecting our global client base.
• Preferred: Experience leading remote or distributed teams, familiarity with AI‑driven support tools, and a passion for continuous learning.

Skills & Competencies for Success

• Leadership & Coaching: Ability to inspire, mentor, and develop a high‑performing support team across time zones.
• Strategic Thinking: Vision to align support initiatives with broader business objectives and product roadmaps.
• Customer‑Centric Mindset: Deep empathy for users, translating feedback into tangible product improvements.
• Analytical Acumen: Proficiency in data analysis tools (Excel, Tableau, Looker) to monitor trends and drive decisions.
• Process Optimization: Experience designing efficient workflows, automating repetitive tasks, and reducing resolution times.
• Technical Literacy: Comfortable navigating SaaS platforms, APIs, and basic troubleshooting of cloud‑based solutions.
• Collaboration: Strong partnership skills to work effectively with product managers, engineers, sales, and operations.
• Adaptability: Thrive in a fast‑changing environment, embracing new tools, processes, and market dynamics.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its people. As a senior leader, you will have access to:

• Executive mentorship programs that connect you with founders and senior leadership.
• Continuous learning budget for certifications, conferences, and online courses focused on CX, leadership, and InsurTech innovation.
• Opportunities to shape company‑wide strategies, influencing product direction and market expansion.
• Clear promotion pathways—from Senior Manager to Director of Customer Experience, and eventually to VP‑level roles.
• Cross‑functional project assignments that broaden your expertise beyond support, such as product management or go‑to‑market initiatives.

Work Environment & Culture at arenaflex

Our culture is built on transparency, autonomy, and a relentless focus on impact. Key cultural pillars include:

• Remote‑First Philosophy: Flexible work hours, asynchronous communication, and a supportive infrastructure that empowers you to work from any location.
• Diversity & Inclusion: A truly global team where varied backgrounds fuel creativity and better decision‑making.
• Innovation Mindset: We encourage experimentation, rapid prototyping, and learning from both successes and failures.
• Well‑Being Focus: Mental‑health resources, wellness stipends, and regular virtual social events to keep the team connected.
• Recognition & Celebration: Regular shout‑outs, quarterly awards, and team‑wide celebrations of milestones.

Compensation, Perks & Benefits (General Overview)

• Competitive base salary aligned with market benchmarks for senior support leadership.
• Performance‑based bonus structure tied to team KPIs and company objectives.
• Equity participation – stock options become available after six months of service.
• Comprehensive health, dental, and vision coverage for you (and eligible dependents).
• Generous paid time off, including flexible holidays and a dedicated “mental health” day each quarter.
• Remote‑work allowance covering home‑office equipment, internet subsidies, and coworking space credits.
• Professional development budget and access to industry conferences, webinars, and training platforms.
• Company‑wide events, virtual retreats, and team‑building activities to foster camaraderie.

How to Apply – Join arenaflex Today

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑growing InsurTech environment, and are ready to lead a remote support team to new heights, we want to hear from you. Click the link below to submit your application and become part of a purpose‑driven organization that is reshaping the future of insurance.

Apply Now – Customer Support Specialist (Fully Remote)

Closing Statement

arenaflex is more than a workplace; it’s a community of innovators, problem‑solvers, and forward‑thinkers dedicated to making insurance simple, digital, and inclusive. Your expertise will directly influence how millions of users interact with insurance products worldwide. Take the next step in your career and help us build the next generation of insurance experiences.