Are you a seasoned customer support professional with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are ever the same? Look no further! arenaflex is seeking an experienced Senior Customer Support Manager to join our team and help shape the future of commerce built for passion.
**About arenaflex**
arenaflex is a cutting-edge company revolutionizing the way brands interact with their customers. Our mission is to build the world's first and fairest launch platform for both fans and retailers. We're on a quest to provide hype-scale infrastructure, bot and scammer detection, and robust checkout management to ensure that sites don't crash, scammers are squeezed out, and REAL fans win. Our platform helps global brands and retailers maximize high-intensity retail moments, and we're constantly iterating to improve the fan experience.
**Join Our Team**
At arenaflex, we're not just building a company – we're building a community of talented, curious people who share our passion for solving complex challenges. We believe in fostering a culture of equality, diversity, and inclusion, where everyone can thrive and bring their whole selves to work. If you're a values-aligned individual who's eager to make a meaningful impact, we encourage you to apply.
**Key Responsibilities**
As our Senior Customer Support Manager, you'll be responsible for leading the Customer Support function to meet the evolving needs of our growing customer base. Your key responsibilities will include:
* Owning, developing, and evolving the Customer Support function to meet the evolving needs of our customers
* Scaling yourself to become an expert in dealing with complex customer queries, while building and providing materials and resources for customers to self-serve more basic requests using knowledge bases, workflows, and automation
* Utilizing software and tooling to create efficiencies and processes to deal with an increasing volume of customer support requests in an efficient manner
* Working with B2C and B2B customers to handle support requests across two core product types
* Establishing "what good looks like" for Customer Support and building reporting to serve updates to the organization on the state of Customer Support periodically
* Working with teams to establish and refine escalation pathways so that more complex issues in both B2B and B2C groups are served in the correct way
* Collaborating cross-functionally with team members across the business for various means
* Ensuring customers in both B2C and B2B are handled in a way that represents the arenaflex brand
**What We Look For**
We're looking for a seasoned customer support professional with:
* 5+ years of experience working in Customer Support or related roles, ideally in fast-paced Start-Up or SaaS-based environments
* Experience (and/or interest) in how software products are developed, iterated, and how features impact the way Customer Support is handled for groups of customers
* Expertise in using various industry-standard tools and CRM such as Hubspot, Zendesk, etc.
* Experience using software and tooling to create automations, workflows, and high-quality knowledge bases for customers to self-serve the most common requests
* Proficiency in building and understanding reports, datasets, and dashboards that help to visualize the performance of the Customer Support function, and identify trends and further pain points to address
* Experience building Customer Support processes and using tooling like Notion to create internal staff resources
* Exceptional relationship-building, verbal, and written communication skills, with a proven ability to work with various stakeholders cross-functionally
**What We Offer**
At arenaflex, we believe in providing a fair and competitive compensation package that reflects the market. The salary range for this position is $70,000 - $90,000 USD. We also offer:
* Equity in arenaflex – we want our team to have skin in the game and to be as invested as we are in arenaflex's success
* A flexible work environment because we understand that everyone works differently and want to support our team to be their best
* Generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged – when you thrive, we thrive
* A workplace that welcomes the whole team, including their furry friends
**Diversity, Equity, and Inclusion**
At arenaflex, diversity, equity, and inclusion are fundamental to how we grow and operate our business. We're building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees, and we're accountable for encouraging and celebrating diverse voices. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, gender, sexual orientation, age, disability status, marital status, caring responsibilities, pregnancy status, religion, political opinion, national or social origin.
**Ready to Apply?**
If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to hearing from you.