Experienced Customer Support Operations Manager – Scaling Support Excellence at arenaflex
About arenaflex
arenaflex is revolutionizing mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all. As a Public Benefit Corporation, we are committed to achieving our mission through responsible innovation, operational excellence, and a therapist-first approach.
Join the arenaflex Team
We are seeking an experienced Customer Support Operations Manager to help scale and elevate our Support Team at arenaflex. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. Core responsibilities include handling inquiries from patients and providers via email, chat, and phone; managing patient documentation tasks; clarifying billing and benefits information; and resolving technical access issues. We're looking for a process-driven, analytical leader who's excited to build and lead a top-tier support operation. This is a fully remote, full-time role reporting directly to the company leadership.
Key Responsibilities:
* Provide timely, empathetic, and efficient responses to support tickets from patients and clinicians
- Develop and implement scalable support procedures and policies, including key success metrics
- Hire, train, and manage a growing team of Support Agents to meet expanding business demands
- Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations
- Work with the Product team to introduce innovative solutions to support challenges
- Create internal documentation to support team knowledge, streamline onboarding, and clarify processes
- Maintain and enhance Freshdesk dashboards and reporting systems; track team metrics and share product insights with leadership
What Success Looks Like:
* Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance
- Consistent achievement of team objectives with an emphasis on continuous improvement
- Seamless cross-team collaboration driving strategic initiatives and enhancing support operations
- More efficient workflows and faster, higher-quality support interactions
- Timely execution of projects according to defined scopes
What We're Looking For:
* 2+ years in operations management, including achieving and exceeding defined KPIs
- A creative problem-solver who thrives on addressing complex operational challenges
- Experienced people leader with a talent for team development and empowerment
- Strong and empathetic communicator, comfortable interacting across all organizational levels
- Self-starter with a demonstrated ability to manage goals independently
- Skilled at interpreting data to inform decisions and drive improvements
- Proactive project manager who takes initiative
- Deep familiarity with Freshdesk, Zendesk, or similar ticketing systems; strong process orientation
- Ability to excel in a dynamic, fast-moving environment
- Brings humility, drive, clarity, adaptability, and professionalism to the role
- Bonus: Previous experience in a high-growth healthcare setting
Why Join arenaflex?
* The opportunity to shape and scale the customer support function at a growing company.
- A mission-driven environment where your work directly impacts mental healthcare accessibility.
- Competitive salary and growth opportunities into a leadership role.
- Comprehensive health benefits, flexible PTO, and mental health support initiatives.
- A culture that values collaboration, innovation, and continuous learning.
Work Environment and Company Culture:
arenaflex is a fully remote company, offering a flexible and autonomous work environment. Our team is passionate about making a positive impact on mental healthcare, and we're committed to creating a culture that values collaboration, innovation, and continuous learning. We believe in empowering our team members to take ownership of their work and make decisions that align with our mission and values.
Career Growth Opportunities and Learning Benefits:
arenaflex is committed to supporting the growth and development of our team members. We offer regular training and development opportunities, as well as mentorship programs to help you achieve your career goals. Our team is passionate about learning and sharing knowledge, and we encourage collaboration and knowledge-sharing across departments.
Compensation, Perks, and Benefits:
arenaflex offers a competitive salary and comprehensive benefits package, including health insurance, flexible PTO, and mental health support initiatives. We also offer a range of perks and benefits, including:
- Competitive salary and bonus structure
- Comprehensive health insurance
- Flexible PTO and mental health days
- Mental health support initiatives
- Professional development opportunities
- Collaborative and dynamic work environment
- Opportunity to work on a mission-driven project that impacts mental healthcare accessibility
How to Apply:
If you're a motivated and experienced Customer Support Operations Manager looking for a new challenge, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to our mission at arenaflex. Apply for this job