Are you passionate about delivering exceptional customer support and shaping the future of commerce? Do you thrive in fast-paced environments where innovation meets passion? Join arenaflex, a pioneering company revolutionizing the way brands connect with their fans, and become a key player in our mission to build the world's first and fairest launch platform.
**About arenaflex**
arenaflex is a trailblazing company that's changing the game for brands and retailers. We're on a mission to create a seamless, fair, and enjoyable experience for fans and customers alike. Our platform helps global brands and retailers maximize high-intensity retail moments, providing hype-scale infrastructure, bot and scammer detection, and robust checkout management. We're constantly iterating to improve the fan experience, and we're looking for talented individuals to join our journey.
**Our Culture**
At arenaflex, we believe in creating a workplace where people can thrive and bring their whole selves to work. We're a fun, hardworking team that's passionate about solving complex challenges. We know that we'll win by building a company of talented, curious people who share our values and are committed to excellence. We're proud to be an equal opportunity employer, and we welcome applications from diverse candidates who share our passion for innovation and customer support.
**The Role**
We're seeking an experienced Senior Customer Support Manager to lead our Customer Support function in a transformation to meet the evolving needs of our growing customer base. As a key member of our team, you'll be responsible for establishing best practices, improving reporting mechanisms, and refining escalation pathways. Your goal will be to efficiently manage an increasing volume of support requests for both B2C and B2B customers across our Fan universe.
**Key Responsibilities:**
* Own, develop, and evolve the Customer Support function to meet the evolving needs of our growing customer base
* Scale yourself; become an expert in dealing with complex customer queries, while building and providing materials and resources for customers to self-serve more basic requests using knowledge bases, workflows, and automation
* Use software and tooling at your disposal to create efficiencies and processes to deal with an increasing volume of customer support requests in an efficient manner
* Work with B2C and B2B customers to handle support requests across two core product types
* Establish 'what good looks like' for Customer Support and build reporting to serve updates to the organization on the state of Customer Support periodically
* Work with teams to establish and refine escalation pathways so that more complex issues in both B2B and B2C groups are served in the correct way
* Work cross-functionally with team members across the business for various means
* Ensure Customers in both B2C and B2B are handled in a way that represents the arenaflex brand
**What We Look For**
We focus on hiring values-aligned people because we believe the right person can learn everything to be successful in their role. We know that self-belief plays a big part in what you apply for, so we encourage everyone to apply even if they feel nervous about doing so. We don't require degrees for any roles, and we won't pass judgment on career gaps or changes!
To succeed in this role, you'll need:
* 5+ years working in Customer Support or related roles, ideally in fast-paced Start-Up or SaaS-based environments
* Experience (and/or interest) in how software products are developed, iterated, and how features impact the way Customer Support is handled for groups of Customers
* Expertise in using various industry-standard tools and CRM such as Hubspot, Zendesk, etc.
* Experience using software and tooling to create automations, workflows, and high-quality knowledge bases for customers to self-serve the most common requests
* Proficiency in building and understanding reports, datasets, and dashboards that help to visualize the performance of the Customer Support function, and identify trends and further pain points to address
* Experience building Customer Support processes and using tooling like Notion to create internal staff resources
* Exceptional relationship-building, verbal, and written communication skills, with a proven ability to work with various stakeholders cross-functionally
**What We Offer**
At arenaflex, we believe in fairness and equality for all. We offer:
* Equity in arenaflex – we want our team to have skin in the game and to be as invested as we are in arenaflex's success
* Competitive compensation, with a salary range of $70,000 - $90,000 USD
* A flexible work environment because we understand that everyone works differently and want to support our team to be their best
* Generous time off above and beyond what we are required to, because we know that well-rested people make better decisions and are more engaged – when you thrive, we thrive
* A workplace that welcomes the whole team, including their furry friends
**Join Our Journey**
If you're passionate about delivering exceptional customer support and shaping the future of commerce, we want to hear from you. Apply now to become a key player in our mission to build the world's first and fairest launch platform.
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