Director of Customer Support – Web & Cloud Application Development

At arenaflex, we're not just building software – we're building a community. Our mission is to empower multifamily property management teams to improve their operations and maximize returns, which means they're building better experiences for their residents. As a Director of Customer Support, you'll play a critical role in delivering exceptional customer experiences and driving business growth.

About arenaflex

arenaflex is a values-driven company that offers a flexible, supportive culture where people can grow their careers and work with like-minded individuals. We're committed to building an inclusive, supportive community that empowers each arenaflexer to succeed and grow. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities!

Responsibilities/Job Duties

As a 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. You'll set objectives, KPIs, and SLAs, and ensure team performance meets or exceeds industry standards. Your key responsibilities will include:

• Defining and implementing 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

Required Qualifications & Skills

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

Week by Week – During Your First 2-4 Weeks

During your first 2-4 weeks, you'll:

• Get to know our leadership, culture, and values
• Complete our arenaflex orientation and onboarding program
• Onboard with the Customer Support and Engineering teams
• Familiarize yourself with our systems and tools
• Read our favorite industry primers
• Attend your first Company Wide Meeting (monthly)

Week by Week – During Your First 1-6 Months

During your first 1-6 months, you'll:

• Review and update reporting, metrics, and goals for performance of L1 and L2 support teams
• Identify improvement opportunities in the process and craft plans for action
• Evaluate the performance of L1 and L2 support staff and develop career development and performance goals

Week by Week – During Your First 6-12 Months

During your first 6-12 months, you'll:

• Identify needs and triggers for ongoing department growth and scaling

What You Could Expect Day-to-Day

As a Director of Customer Support, you'll:

• Provide hands-on leadership and mentoring for Customer Support staff
• Track support KPIs and drive improvement and performance within the team
• Collaborate with Customer Success, Engineering, and others to provide the best experience for our customers
• Work with Support team to resolve difficult escalations and manage customer relationships

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

* Pushing forward in ambiguity while striving for clarity

• Prioritizing for sustained impact vs helping in the moment
• Empowering teams instead of enforcing standards
• Leveraging 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

About Our 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 arenaflexer 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

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. Apply Job! Apply for this job