Experienced Customer Support Manager – Leadership and Operational Excellence in Remote Customer Operations

At arenaflex, we're passionate about delivering exceptional customer experiences through innovative technology and a commitment to excellence. As a leader in the leave and accommodations experience, we're seeking an experienced Customer Support Manager to join our team and drive operational excellence in our remote customer operations.

About arenaflex

arenaflex is a leading provider of user-friendly technology that empowers employers to bring humanity, certainty, and efficiency to the leave and accommodations experience. Founded by HR professionals for HR professionals, we're proud of our heritage and excited about our future. We value creative, innovative people who are passionate about their work and who believe there's always a better way.

Our Core Values

At arenaflex, we're guided by four core values that shape our culture and inform our decisions:

• Make a Difference: We're inspired to make an impact through our hard work, talent, and passion. We push ourselves each day to better serve our teams, our clients, and our community.
• Team First: We're driven by team spirit, not self-interest. We value collaboration and approach our work with humility and a desire to win together.
• Own it: If we say it, we mean it. We follow through on our commitments, step up to deliver, and grow from our successes and failures.
• Everyone Matters: No matter your background or experience, everyone's voice holds value here.

Job Summary

We're seeking an experienced Customer Support Manager to lead our remote customer operations team and drive operational excellence. As a Customer Support Manager, you'll be responsible for providing operational support services to the organization and leadership functions for the Support Center. You'll be accountable for prioritizing incoming work based on severity, customer needs, and our overall strategic vision.

Key Responsibilities

* Lead a team of Production Support Specialists (Tier 2 team) and provide mentorship and goal setting with everyone on the team.

• Respond to urgent and escalated client questions and issues, including bugs, feature requests, and business processes, primarily through a web-based ticketing system and support line.
• Lead major incident response for high-severity incidents and communicate with customers and internal partners to provide regular updates and coordinate development, testing, and analysis of root cause.
• Develop and reinforce best practices, leveraging quality scoring to establish goals and opportunities for team members.
• Complete post-mortem retrospectives and root cause analysis.
• Perform production support hand-off presentations and support tool training, and other ad hoc training when needed.
• Identify gaps in procedures and create or update documentation to train team members on standard procedures.
• Document requirements and user stories for production issues and feature requests.
• Lead calls with Support, Customer Success, Product, and Development to align priorities and move stories through the Software Development Life Cycle (SDLC) based on client needs, efficiency gains, and other criteria identified as important to the company's strategic goals.

What You'll Need to Succeed

* Bachelor's degree

• Incident Management experience
• Critical thinking and problem-solving skills
• Outstanding written and verbal communication skills
• Strong multitasking and organization skills
• Proven proficiency in troubleshooting and setting priorities
• Experience with Microsoft Office Suite

Nice to Have

* Process improvement knowledge (e.g., ITIL Foundations in Service Management, CMMI, etc.)

• Experience with customer support teams and processes
• Knowledge of FMLA, Disability, and/or ADA
• An understanding of the Software Development Life Cycle
• Experience with issue ticketing systems such as Jira and Salesforce

What We Offer

* Competitive salary range: $75k - $90k

• Full-time, salaried position with bonus
• Arenaflex provides a wide variety of perks and benefits, including:

+ Full medical, dental, vision, 401K, and life insurance + Support for professional growth, including industry training and CLMS Certification, opportunities for additional industry and technology certifications, and continuing education + A dynamic and supportive work environment with a team of passionate professionals + Opportunities for career growth and advancement

How to Apply

If you're a motivated and experienced leader with a passion for customer support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through the link below. Apply To This Job Join our team and make a difference in the leave and accommodations experience. Apply now! Apply for this job