Experienced Full Stack Customer Support Engineering Manager – Scaling Customer Experience at arenaflex

At arenaflex, we're revolutionizing the way developers build, scale, and secure the web. As a leader in the industry, we're committed to empowering our customers to ship the best products possible. We're now seeking an experienced Full Stack Customer Support Engineering Manager to join our team and help us take our customer support to new heights.

About arenaflex

arenaflex gives developers the tools and cloud infrastructure to build, scale, and secure a faster, more personalized web. Our mission is to enable the world to ship the best products, and we're committed to creating a place where everyone can do their best work. Whether you're building on our platform, supporting our customers, or shaping our story, you can just ship things.

About the Role

We're seeking a seasoned Customer Support Engineering Manager to lead our Customer Support Engineering (CSE) team in scaling our customer experience. This role inherits an existing set of well-documented processes, policies, and expectations, but there's considerable scope and expectation to re-evaluate these and help take the CSE team to new heights. Experience working cross-functionally and aligning stakeholders at all levels of the business is essential. As a Customer Support Engineering Manager at arenaflex, you'll have the opportunity to build out the team further where required and hire and plan experience is required. You'll focus on scaling and efficiency, identifying and implementing solutions that reduce the need for customers to contact support while empowering the team with the right tooling and process to dig deep quicker. You'll understand the importance of growing a support team in such a way that it can maintain an exceptional customer experience while not scaling linearly with incoming cases.

Key Responsibilities

* Ensuring the delivery of an exceptional customer experience at scale

• Setting measurable goals to evaluate and consistently improve CSE team performance
• Handling escalated cases that arrive ad-hoc through various channels
• Working with the Product organization to provide feedback and implement solutions
• Engaging stakeholders at all levels of the business to drive cross-functional improvements
• Helping CSE's with day-to-day performance, career planning, and growth
• Identifying opportunities for tooling to improve efficiency and quality of work
• Overseeing the communication of incidents to customers
• Leading by example and periodically demonstrating CSE best practices in the role
• Recruiting exceptional people that understand and are driven greatly by arenaflex's mission
• Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers

About You

* Experience working with a globally distributed, technical support team

• Experience setting and managing KPI's and growth plans for team members
• Experience driving efficiencies and building teams that don't scale linearly with case volume
• Desire to work cross-functionally, engaging closely with Product
• Desire to mentor direct reports and help them succeed in their growth
• Desire to empower your team, unblocking and helping them to prioritize
• Confident dealing with a fast-paced platform with regular changes
• Confident taking ownership of important decisions in the absence of leadership
• Confident making decisions that make long-term sense
• Ability to identify upstream concerns and represent the customer impact
• Ability to work autonomously with a reliance on asynchronous communication
• Ability to calmly handle pressurized situations at all times
• Technical knowledge within modern application development and deployment

Bonus If You

* Are experienced in frontend development using React and Next.js

• Are experienced with AI solutions for support teams
• Have worked with a CDN on a regular basis
• Understand, and can communicate, matters regarding DNS
• Have created a custom CI/CD pipeline or CLI tool
• Have experience working with Enterprise applications at global scale
• Enjoy improving hiring processes for all involved, especially candidates

Benefits

* Competitive compensation package, including equity

• Inclusive Healthcare Package
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Flexible Time Off
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed

About arenaflex's Culture

arenaflex is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. arenaflex encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description.

How to Apply

If you're passionate about delivering exceptional customer experiences at scale and want to join a team that's revolutionizing the way developers build, scale, and secure the web, we encourage you to apply for this role. Please submit your application through our website, and we'll be in touch soon. Apply for this job