Senior Director of Customer Support & Customer Success – Transforming Global Commerce with Exceptional Support

At arenaflex, we're revolutionizing the way businesses approach financial risk management with our cutting-edge RiskOps platform. As a leader in safeguarding global commerce, we're committed to delivering unparalleled value to our enterprise customers in the financial sector. To achieve this, we're seeking a visionary Senior Director of Customer Support & Customer Success to transform our support operations into a proactive, customer-centric function that sets the industry standard for excellence.

About arenaflex

arenaflex is the world's first RiskOps platform for financial risk management, empowering businesses to navigate the complexities of a cashless world with confidence. Our advanced cloud-based risk management platform, powered by machine learning and artificial intelligence, safeguards trillions of dollars and improves the customer experience for everyday users without compromising privacy. With a valuation of over $1.5 billion and a presence in 190 countries, arenaflex is trusted by the world's largest banks, processors, and retailers to protect their customers and manage risk.

Your Role in arenaflex's Success

As our Senior Director of Customer Support & Customer Success, you'll play a critical role in driving a seamless, scalable, and innovative support experience that aligns with our mission. Your expertise will be instrumental in transforming our support operations from a reactive model into a proactive, customer-centric function that sets the industry standard for excellence. You'll lead and develop a globally distributed support team across multiple time zones, fostering a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement.

Your Day-to-Day Responsibilities

As our Senior Director of Customer Support & Customer Success, your key responsibilities will include:

• Leading and developing a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong Kong, and Australia), composed of both full-time and outsourced employees
• Fostering a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement
• Defining and monitoring key performance indicators (KPIs) aligned with business outcomes to measure and enhance team performance
• Building scalable support processes and optimizing the team's structure to ensure 24/7/365 coverage for enterprise clients in the financial sector
• Managing incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients
• Transforming the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing
• Partnering with Product, Revenue, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives
• Building a robust knowledge base and self-service tools to empower clients and reduce ticket volumes
• Staying ahead of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality
• Creating strategies to optimize alerting systems, SLA terms, and incident management workflows
• Advocating for automation and data-driven decision-making to scale support operations without increasing headcount

Your Qualifications and Experience

To succeed in this role, you'll need:

• 10+ years of experience leading global support teams in SaaS or enterprise software environments
• 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service capacity
• Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency
• Proven track record of supporting large enterprise customers, both on-premise and multi-tenant SaaS environments
• Strong understanding of incident management processes and continuous improvement methodologies
• Exceptional relationship-building skills, with the ability to collaborate effectively across departments
• Data-driven mindset with the ability to analyze metrics, identify patterns, and influence the product roadmap
• Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions
• Familiarity with AI-based agent assist and conversational review tools

Our Customer Success Team

Our Customer Success Team is responsible for building lifetime customers by enabling value realization through optimized adoption of arenaflex products and services. We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximizing enablement, engagement, adoption, and customer health, always with a value-driven mindset. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential.

Join Our Team

If you're a visionary leader with a passion for delivering exceptional customer support, we encourage you to apply for this exciting opportunity. As a member of our team, you'll have the chance to work with a talented group of professionals who are dedicated to making a meaningful impact in the financial sector. We offer a dynamic and inclusive work environment, with opportunities for growth and development. Apply now to join our team and help us transform global commerce with exceptional support.

Your First 30-Days at arenaflex

As a new member of our team, you'll be immersed in our brand with training, connections, and one-on-one time with your manager. You'll have the opportunity to shadow your colleagues virtually or onsite at an office, depending on your location, and gain a deeper understanding of our company culture and values. You'll also have access to a wealth of information about arenaflex and our team, as well as the chance to start working on projects and collaborating with your colleagues from day one.

Benefits and Perks

As a member of our team, you'll enjoy a range of benefits and perks, including:

• Competitive salary and bonus structure
• Comprehensive health and wellness benefits
• Flexible work arrangements, including remote work options
• Professional development opportunities, including training and education programs
• Collaborative and inclusive work environment
• Access to cutting-edge technology and tools
• Opportunity to work with a talented and dedicated team

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Application Process

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply Now Apply for this job