Director, Global Customer Support – Austin, TX or Orlando, FL

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Director of Global Customer Support, you'll play a pivotal role in shaping the future of our customer support organization. If you're a seasoned leader with a passion for driving innovation, building high-performing teams, and delivering world-class support, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower businesses to thrive in today's fast-paced digital landscape. Our cutting-edge technology and dedication to customer satisfaction have earned us a reputation as a trusted partner in the industry. As a key member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for excellence and innovation.

Responsibilities

As a Director of Global Customer Support, you'll be responsible for leading and mentoring a team of front-line managers and technical engineers to deliver world-class support to our customers. Your key responsibilities will include:

• Leading and mentoring a high-performing team: You'll be responsible for developing and implementing strategies to drive team performance, improve customer satisfaction, and enhance operational efficiency.
• Ensuring service level agreements (SLAs) are met or exceeded: You'll work closely with your team to ensure that all SLAs are met or exceeded, and develop plans to improve performance when necessary.
• Driving initiatives to improve customer satisfaction: You'll identify opportunities to improve customer satisfaction and develop strategies to address product issues, enhance product performance, and innovate new solutions.
• Collaborating with internal teams: You'll work closely with internal teams, including product development, sales, and marketing, to identify and address product issues and enhance customer experiences.
• Directing and overseeing operational policies: You'll be responsible for implementing operational policies through subordinate managers and ensuring that all team members are aligned with arenaflex's vision and values.
• Engaging with executive management: You'll work closely with executive management to negotiate and resolve complex issues, both internally and externally.

Requirements

To be successful in this role, you'll need to possess the following qualifications and skills:

• Proven experience in managing high-volume support teams: You'll have a proven track record of managing high-volume support teams, preferably within the SaaS or hospitality industry.
• Strong leadership and development skills: You'll have a strong track record of leading and developing managers and technical teams, with a focus on driving continuous improvement and innovation.
• Demonstrated ability to handle large, strategic accounts: You'll have experience working with large, strategic accounts and meeting SLA targets consistently.
• Experience working cross-functionally: You'll have experience working cross-functionally to enhance product performance and address customer needs.
• Strong mentoring and coaching skills: You'll have a proven ability to mentor team members and drive continuous improvement and innovation.
• Excellent communication and negotiation skills: You'll have excellent negotiation, interpersonal, written, and oral communication skills.

Nice-to-haves

While not required, the following qualifications and skills would be highly desirable:

• Experience in the hospitality software or SaaS industry: You'll have experience working in the hospitality software or SaaS industry, with a deep understanding of the challenges and opportunities in this space.
• Director-level support experience: You'll have experience leading and developing managers and teams in a Director-level support role, ideally with 8-10+ years of experience.
• Experience managing support teams for large, strategic customers: You'll have experience managing support teams that handle large, strategic customers, with a focus on delivering exceptional customer experiences.
• Collaboration with HR and Operations: You'll have experience collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations.
• Coaching and mentoring early-career professionals: You'll have excellent coaching abilities and experience mentoring early-career professionals.

Benefits

As a Director of Global Customer Support at arenaflex, you'll enjoy a range of benefits, including:

• Hybrid Work Environment: You'll have the flexibility to work from home and balance your work-life responsibilities, with a weekly on-site presence in Austin, TX or Orlando, FL.
• Competitive Compensation: You'll receive a comprehensive benefits and competitive salary package, designed to recognize your skills and experience.

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we want 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 arenaflex's mission to revolutionize the way we deliver customer support. Apply for this job