Manager, Customer Support – Delivering Exceptional Experiences at arenaflex

At arenaflex, our mission is to empower healthcare providers to deliver exceptional care, and that starts with our people. As a leading health tech company, we're committed to innovation, employee growth, and making a lasting impact in the lives of millions. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, setting us apart in the industry. We're not just a company – we're a community of passionate individuals who are shaping the future of healthcare. Our founder-led and privately held approach allows us to reinvest in research and development, ensuring our employees have the resources to innovate and make a meaningful difference. Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and a work environment that's both challenging and rewarding. At arenaflex, we empower our people to be the architects of a smarter healthcare future – one that's human-first and accelerated by AI to create meaningful and lasting change. Our employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, integrating AI tools into their daily workflows to enhance collaboration, improve outcomes, and maximize their impact. By uncovering AI expertise that complements our mission and investing in training and development, we nurture innovation throughout the employee journey.

Join us in redefining healthcare – so it doesn't just survive, it thrives.

About the Role:

We're seeking an experienced Manager, Customer Support to lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. As a key member of our Customer Support team, you'll oversee the day-to-day operations, provide coaching and mentoring, and ensure that effective processes are in place to provide excellent and consistent service quality to our customers. You'll be a project manager for process, tools, and systems improvements and the implementation of those changes in the department.

Key Responsibilities:

* Provides consistent, balanced, and timely feedback on customer support performance as related to call and case audits.

• Applies timely performance management standards and processes.
• Fosters a positive work environment and consistently supports continuous learning.
• Serves as a point of escalation for high-impact customer issues.
• Works in collaboration with Customer Support Manager peers.
• Works cross-functionally within the Customer Success organization to address customer concerns.
• When required, acts as a liaison to Product, SaaS Ops, and other internal teams regarding issue management (identification, escalation, and prioritization).
• Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention, and appropriate execution.
• Responsible for mentoring, motivating, coaching, and leading the teams, ensuring customer satisfaction for all clients (e.g., Customer Satisfaction, Customer Effort).
• Establishes best practices and maintains quality control.
• Provides support on special projects (i.e., Knowledge Base, Integrations, etc.).
• Hires, trains, and delivers performance reviews.

Your Key Strengths:

* Exposure to AI tools and a desire to leverage them to enhance your work content and user experience.

• 4+ years of business experience in a Customer Support environment with 3+ years of demonstrated management or leadership experience.
• Post-secondary degree or diploma.
• Ability to manage in a fast-paced environment.
• Communicates clearly in verbal and written formats.
• Demonstrated ability to drive team results through coaching, developing, and mentoring.
• Identifies potential risks to success and communicates and actions them.
• Develops, coaches, reinforces, and manages operational standards, policies, and procedures.
• Monitors and improves team performance, providing leadership, coaching, and performance management in collaboration.
• Great attitude and work ethic. Strong team player.

Bonus Skills:

* Experience with or use of M365 Copilot.

• Experience with Knowledge-Centered Support (KCS).
• Experience with Work Force Management (WFM) Applications.

What We Offer:

* Competitive base salary range: $92,000-$100,000 + 10% performance-based bonus.

• Full-time benefits.
• Flexible paid time off.
• Wellness support programs and resources.
• Parental and caregiver leaves.
• Fertility and adoption support.
• Continuous development support program.
• Employee assistance program.
• Allyship and inclusion communities.
• Employee recognition and more!

About arenaflex:

arenaflex is committed to equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. arenaflex welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

Apply Now:

Ready to join a community of passionate individuals shaping the future of healthcare? Apply now to become a part of arenaflex's team and help us redefine healthcare – so it doesn't just survive, it thrives. Apply for this job