At arenaflex, we're on a mission to revolutionize the way people live and work. As a values-driven company, we're committed to creating a flexible, supportive culture that empowers our team members to grow and thrive. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of mobile and cloud solutions for real-time property data. Our flagship product suite, 'arenaflex Property', has 3.5M units on its platform and has captured more than 400 million photos. We're a team of everyday people with a shared purpose – improving the lives of others. Our culture is built on the principles of inclusivity, support, and growth, and we're dedicated to making our community an enjoyable place to work.
**Job Summary**
We're seeking an experienced Director of Customer Support to join our team. As a key member of our leadership team, you'll be responsible for defining and implementing our customer support strategy, leading a high-performing customer support team, and collaborating with cross-functional teams to deliver exceptional customer experiences. If you have a proven track record of managing and scaling customer support teams, a customer-focused mindset, and a passion for delivering exceptional customer experiences, we want to hear from you!
**Responsibilities**
As our Director of Customer Support, you'll be responsible for:
* Defining and implementing our customer support strategy in alignment with company goals and customer success initiatives
* Setting objectives, KPIs, and SLAs, and ensuring team performance meets or exceeds industry standards
* Promoting a customer-centric culture focused on improvement and customer satisfaction
* Supervising day-to-day operations of the customer support team, ensuring superior service levels
* Identifying areas of improvement, and implementing and optimizing customer support tools, processes, and workflows to improve KPIs and team performance
* Working closely with Product, Engineering, Sales, Professional Services, and Customer Success teams to ensure high collaboration in service of the customer
* Advocating for customers by identifying and providing feedback on product and process improvements, common support themes
* Elevating the overall efficacy of individuals and teams by implementing comprehensive documentation, self-service resources, and training
**Requirements**
To be successful in this role, you'll need:
* 7+ years of experience in customer support with 3+ years of experience in a leadership role within a SaaS or technology company
* Proven track record of managing and scaling customer support teams and operations
* Strong knowledge of customer support software and integrations, such as Zendesk, Intercom, Jira, and experience with CRM tools such as Salesforce, Hubspot, others
* Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers
* Analytical skills with experience in producing and analyzing support metrics, KPIs, reports, and other measurable data
* Demonstrated ability to lead, coach, and develop high-performing teams in a comparable environment
* Customer-focused mindset with a passion for delivering an exceptional customer experience
**What You'll Expect**
As our Director of Customer Support, you can expect:
* A dynamic and supportive work environment that encourages growth and development
* Opportunities to work with a talented team of professionals who share your passion for delivering exceptional customer experiences
* A competitive salary and benefits package, including unlimited vacation time, generous paid parental leave, and a monthly stipend to support wellness and home office expenses
* The chance to make a meaningful impact on our customers' lives and contribute to the growth and success of arenaflex
**What We Think You Need to Be Successful**
To succeed in this role, you'll need:
* Experience in managing a high-performing customer support team
* Expertise in reporting, ticketing systems, and analyzing trends and performance metrics
* High collaboration with other department stakeholders
* Unrelenting customer focus and empathy
**Keys to Optimum Happiness at arenaflex**
To thrive in our culture, you'll need to:
* Push forward in ambiguity while striving for clarity
* Prioritize for sustained impact vs helping in the moment
* Empower teams instead of enforcing standards
* Leverage technology to serve humanity in a way that is accessible to all
* Be a proactive contributor to design and research team culture, with a strong growth mindset
* Experience and understanding of early-stage startups and the challenges they face
* Experience within the multifamily residential property industry
* Previous research experience in an Enterprise B2B SaaS context where you've tackled complex workflows and systems
**Technologies Used**
* Zendesk
* Jira
* Gainsight
**What's Next?**
If you're excited about this opportunity to join our team and make a meaningful impact on our customers' lives, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**About arenaflex Culture**
arenaflex strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to do our best work. We're devoted to building an inclusive, supportive culture that empowers each arenaflex'er to succeed and grow. To learn more about our culture, check out our careers page!
**We Offer**
* Work from anywhere supported by a flexible company culture
* Opportunity to work for one of the fastest growing technology companies in the PropTech industry
* Unlimited vacation time
* Generous paid parental leave
* Competitive and equitable pay, including stock options
* Monthly stipends to support Wellness and Home Office expenses
**Find out more about our US Employee Benefits here!**
We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that arenaflex upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. arenaflex is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
**A note to Recruitment Agencies: Please don’t reach out to us about our roles - we’ve got it covered. We don’t accept unsolicited agency resumes and arenaflex is not responsible for any fees related to unsolicited resumes.**