Experienced Customer Support Manager – Scaling Customer Experience for a Growing E-commerce Platform

At arenaflex, we're revolutionizing the way veterinarians buy the supplies they need to keep America's pets healthy. Our e-commerce and mobile platforms enable veterinary practices to compare and buy from all their vendors in one place, streamlining the process and giving them more time to focus on what matters most – caring for their patients. With a community of over 17,000 veterinary hospitals employing tens of thousands of veterinarians, and delivering care to millions of animals across all 50 states, we're on a mission to modernize the $50B+ animal health industry. As a Customer Support Manager at arenaflex, you'll play a pivotal role in ensuring our customers receive exceptional support and strategy as we scale. You'll lead a team of offshore contract support associates in onboarding, training, measuring objectives, and enhancing processes to deliver an incredible first impression and a delightful day-to-day experience for every user and partner.

About arenaflex

arenaflex is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're a growing team of passionate individuals dedicated to transforming the animal health industry. Our platform is designed to help veterinary organizations spend more time giving care and less time shopping and comparing across vendors.

Job Summary

We're seeking an experienced Customer Support Manager to join our Customer Experience (CX) organization. As a key member of our team, you'll be responsible for developing and optimizing processes that ensure the best customer support and strategy as we scale. You'll lead a team of offshore contract support associates, providing training, onboarding, and measuring performance to deliver exceptional customer experiences.

Key Responsibilities

* Act as the "Voice of CX", raising key needs during planning and partnering with Leadership to understand business processes, pain points, and goals

• Manage a team of offshore contract support associates, providing training, onboarding, and measuring performance
• Interview and help scale the contract support team
• Maintain and promote company best practices and standards for support
• Work cross-functionally to provide engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
• Work with vendor and industry partners to streamline communication and alerts between systems
• Help to continuously develop and expand processes to streamline CX workflows

Essential Qualifications

* 3+ years of experience in customer experience, preferably in a management role

• 1+ years of experience managing offshore teams
• 1+ years of experience in a management role
• Knowledge of intercom or similar ticketing systems
• Experience in multichannel support operations (chat, email, phone)
• Excellent written and verbal communication skills
• Patience and compassion when handling difficult situations
• Ability to adapt quickly and manage many concurrent responsibilities
• A strong desire to learn and help our customers succeed
• A positive attitude and one-for-all team mentality and excellent collaboration skills

Preferred Qualifications

* Tech/start-up work experience

• Experience in a fast-paced, team environment
• Strong analytical and problem-solving skills
• Ability to work in a remote environment

Benefits

* 100% remote within the USA

• Medical, Dental, and Vision Insurance
• Automatic 401k contribution
• Employee referral program
• At-home office set up
• Bi-annual company retreats
• Open vacation policy
• Equity
• Monthly team events

Compensation

The typical base pay range for this role across the U.S. is: $70,000/year - $130,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $85,000 - $115,000 + bonus + equity + benefits.

How to Apply

If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join our growing team, please submit your application through our Careers Page. The application deadline is March 3rd, 2025.

Important Note

Please be aware that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants. We want to ensure that you're well-informed about this serious matter. Please visit our official careers page to confirm the validity of any openings and never request sensitive personal or financial information from you.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs. Apply for this job