At arenaflex, we're revolutionizing mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all, and as a Public Benefit Corporation, we're committed to achieving this mission through responsible innovation, operational excellence, and a therapist-first approach.
**Join the arenaflex Team:**
We're seeking an experienced Customer Support Operations Manager to help scale and elevate our Support Team at arenaflex. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. As a process-driven, analytical leader, you'll be responsible for building and leading a top-tier support operation that's dedicated to delivering exceptional customer experiences.
**About the Role:**
This is a fully remote, full-time role that reports directly to the company leadership. As a Customer Support Operations Manager at arenaflex, you'll be responsible for:
Key Responsibilities:
- Provide timely, empathetic, and efficient responses to support tickets from patients and clinicians via email, chat, and phone.
- Develop and implement scalable support procedures and policies, including key success metrics.
- Hire, train, and manage a growing team of Support Agents to meet expanding business demands.
- Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations.
- Work with the Product team to introduce innovative solutions to support challenges.
- Create internal documentation to support team knowledge, streamline onboarding, and clarify processes.
- Maintain and enhance Freshdesk dashboards and reporting systems; track team metrics and share product insights with leadership.
**What Success Looks Like:**
As a Customer Support Operations Manager at arenaflex, you'll be measured on your ability to:
- Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance.
- Consistent achievement of team objectives with an emphasis on continuous improvement.
- Seamless cross-team collaboration driving strategic initiatives and enhancing support operations.
- More efficient workflows and faster, higher-quality support interactions.
- Timely execution of projects according to defined scopes.
**What We're Looking For:**
To succeed in this role, you'll need:
- 2+ years in operations management, including achieving and exceeding defined KPIs.
- A creative problem-solver who thrives on addressing complex operational challenges.
- Experienced people leader with a talent for team development and empowerment.
- Strong and empathetic communicator, comfortable interacting across all organizational levels.
- Self-starter with a demonstrated ability to manage goals independently.
- Skilled at interpreting data to inform decisions and drive improvements.
- Proactive project manager who takes initiative.
- Deep familiarity with Freshdesk, Zendesk, or similar ticketing systems; strong process orientation.
- Ability to excel in a dynamic, fast-moving environment.
- Brings humility, drive, clarity, adaptability, and professionalism to the role.
- Bonus: Previous experience in a high-growth healthcare setting.
**Why Join arenaflex?**
As a Customer Support Operations Manager at arenaflex, you'll have the opportunity to:
- Shape and scale the customer support function at a growing company.
- Work in a mission-driven environment where your work directly impacts mental healthcare accessibility.
- Enjoy a competitive salary and growth opportunities into a leadership role.
- Benefit from comprehensive health benefits, flexible PTO, and mental health support initiatives.
- Be part of a culture that values collaboration, innovation, and continuous learning.
**Apply Now:**
If you're a motivated and experienced operations leader who's passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team.