Senior Customer Support Lead – Building a World-Class Support Organization at arenaflex

At arenaflex, we're revolutionizing the way companies approach talent acquisition and people analytics with our cutting-edge People Intelligence platform. As a fast-growth startup, we're driven by a passion for innovation and a commitment to delivering exceptional experiences for our customers. We're now seeking a seasoned Senior Customer Support Lead to join our team and help shape the future of customer support at arenaflex.

About arenaflex

arenaflex is a pioneering HR 2.0 company that's harnessing the power of AI and machine learning to transform the way businesses approach talent acquisition and people analytics. With a talented team of experts and a strong backing from top-tier investors, we're poised to establish ourselves as leaders in this exciting space. Our platform provides critical solutions for talent acquisition and people analytics functions, empowering companies to build more engaged and diverse teams, and close their talent gaps faster.

Join the arenaflex Team

By joining arenaflex, you'll have the unique opportunity to help define what the future of HR looks like for every business. Our team values curiosity, diversity, openness, and building great experiences every day for our customers. We're a collaborative and inclusive work culture that offers flexible working arrangements, including remote work options, and a comprehensive benefits package.

Senior Customer Support Lead Role

As a Senior Customer Support Lead, you'll play a dual role as both a hands-on, client-facing resource and a strategic thought partner in building the support function from the ground up. You'll troubleshoot and resolve complex customer issues, refine scalable workflows, and develop processes that enhance operational excellence. Additionally, you'll collaborate cross-functionally with Product, Engineering, and Customer Success teams to expand arenaflex's self-service resources and improve support workflows.

Key Responsibilities

* Front-Line Support: + Serve as the primary point of contact for support issues, providing timely and high-quality responses to customer inquiries. + Investigate, troubleshoot, and resolve issues related to arenaflex's platform, collaborating with Product Experts (PEs) and Engineering as needed. + Leverage your deep technical expertise to provide accurate recommendations, ensuring customers feel supported and confident.

• Process Improvement and Team Leadership:

+ Collaborate with the Support Team Leader to build the foundation for arenaflex's Support function, helping to define team goals and aligning support strategies with arenaflex's overall objectives. + Serve as a key collaborator between Front-Line Support, Product Expert, and Engineering teams, ensuring efficient communication, effective escalations, and alignment on issue resolution. + Develop and document scalable processes for ticket handling, escalation management, and knowledge sharing to drive operational excellence.

• Knowledge Management and Self-Service:

+ Collaborate with the Product and Customer Enablement teams to create, refine, and expand self-service resources, such as FAQs, knowledge base articles, and training resources, ensuring they address high-impact customer issues. + Promote the use of arenaflex's self-service resources, both internally with team members and externally with customers. + Gather feedback from customer and internal interactions to continuously enhance the usability and effectiveness of arenaflex's Support Center and arenaflex University.

Qualifications

* Experience: + 5–7 years of experience in customer support for a technical, SaaS, or HR technology product. + Demonstrated ability to troubleshoot and resolve complex technical issues in a fast-paced environment. + Previous experience leading or mentoring a support team is highly preferred.

• Technical Skills:

+ Strong technical aptitude, with the ability to quickly learn and master new software platforms. + Proficiency in Zendesk for customer support ticketing and JIRA for submitting and tracking issues with engineering teams. + Ability to analyze API documentation, review error logs, and collaborate with engineering teams to troubleshoot technical issues.

• Soft Skills:

+ Excellent communication and interpersonal skills, with a customer-first mindset. + Proven ability to manage competing priorities and make data-driven decisions under pressure. + A proactive, solution-oriented approach to identifying and solving operational challenges.

Location

This is a hybrid role based in Redwood City, CA. While we welcome applications from remote candidates within the U.S., we prefer candidates located in the Bay Area who can work 2-3 days from our Redwood City office.

Benefits

* Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible working arrangements, including remote work options.
• Collaborative, inclusive work culture with opportunities for growth and development.

Apply Now

If you're a seasoned customer support professional with a passion for innovation and a commitment to delivering exceptional experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team. Apply for this job