Experienced Customer Support Manager – Miami (FL) Location with Remote Work Options

At arenaflex, we're on a mission to revolutionize the way organizations connect with their alumni, driving recruiting efforts, sales opportunities, and brand advocates back into their organizations. As a leading provider of Alumni Management software, we're proud to serve giants like Nike, LinkedIn, Bank of America, and the Royal Air Force. But we're not just about business – we're a team that believes in work-life balance, celebrating our successes, and a culture of collaboration, respect, and a bit of fun! We're seeking an experienced Customer Support Manager to join our team in Miami (FL), with the option to work remotely. As a key member of our Customer Support Team, you'll be the linchpin of our customer experience, ensuring that every customer interaction receives a standing ovation. If you're a self-starter with a passion for problem-solving, a knack for making customers feel like VIPs, and a strong sense of collaboration, then this is your stage, and the spotlight is on you!

About arenaflex

arenaflex is a market-leading provider of Alumni Management software, helping organizations stay connected with their alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients' organizations while creating a strong alumni value proposition. We're a team that believes in work-life balance, celebrating our successes, and a culture of collaboration, respect, and a bit of fun!

Key Responsibilities

As a Customer Support Manager, you'll be responsible for:

• Establishing strong trusted relationships with key customer team members and maintaining consistent lines of communication to drive high customer satisfaction.
• Taking a proactive role in monitoring and actioning/assigning customer-facing service desk tickets within SLAs; replying to customers and/or escalating to development teams.
• Handling all customer contacts, inquiries, and complaints regarding product, services, and technical-related issues in the first instance.
• Collaborating across our global Customer Support team and ensuring smooth handoffs of all pertinent tickets between time zones.
• Providing multi-faceted support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting.
• Maintaining working knowledge of an ever-evolving software solution as a product expert and proactively keeping informed with up-to-date information regarding our products, services, systems, and strategy.
• Communicating effectively with technical and non-technical roles in Product, Development, Sales, Solutions, and Customer Operations.
• Monitoring, responding to, and escalating incidents within Stage and Production environments and software stack.

Experience

* 2-3 years relevant work experience in customer-facing Technical/Service Desk or Delivery Manager role (preferably SaaS).

• Fluency in the English language, verbal and written.
• Experience working with third-party SaaS stack applications.
• Strong proven organizational, prioritization, and time management skills.
• Relevant customer-facing experience in an international B2B environment.
• Excellent verbal and written communication skills; you'll be speaking to customers every day via email, phone, or video calls.
• Ability to collaborate with and coordinate teams; influencing without authority.
• Comfort in working with international customers at all levels.
• Ability to comprehend and explain technical concepts and solutions, especially to non-technical people.
• Passion for providing the best-in-class customer service and experience in accordance with arenaflex's processes and guidelines.
• Experience in running training and project management experience (agile and/or waterfall) a plus.

Why Join Us?

If you're passionate about a career in technology and ready to make a real impact, we would love to hear from you. At arenaflex, we offer:

• A dynamic and supportive work environment that encourages collaboration and growth.
• Opportunities to work with a leading provider of Alumni Management software, serving giants like Nike, LinkedIn, Bank of America, and the Royal Air Force.
• A competitive salary and benefits package.
• Professional development opportunities, including training and project management experience.
• A culture of work-life balance, celebrating our successes, and a bit of fun!

How to Apply

If you're the perfect fit for this role, we invite you to submit your resume, in English, along with a brief cover letter explaining why you're the ideal candidate. We're an equal opportunity employer, celebrating diversity and committed to creating an inclusive environment for all employees.

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