Experienced Customer Support Operations Lead – Scaling Support Efficiency and Excellence at arenaflex

At arenaflex, we're on a mission to revolutionize the way people work and live. As a values-driven organization, we're committed to creating a culture that empowers our team members to grow, learn, and thrive. We're seeking a strategic and systems-oriented Customer Support Operations Lead (CSOL) to join our team and help us scale our support operations to meet the demands of our growing business.

About arenaflex

arenaflex is a leading provider of innovative solutions for the PropTech industry. Founded in 2011, we've built a reputation for delivering high-quality products and exceptional customer experiences. Our flagship product suite, 'arenaflex Property,' has more than 5 million units on its platform, and we're committed to continuing our growth and expansion.

The Role

As our Customer Support Operations Lead, you'll play a critical role in shaping the future of our support operations. You'll be responsible for improving support efficiency, reducing friction, and enhancing the overall customer experience. Your expertise will help us scale our support team, optimize our workflows, and drive measurable improvements in CSAT, escalation quality, and resolution time.

Key Responsibilities

* BPO Management & Enablement: Lead the operationalization of our BPO support partner within 12 weeks. Deliver clear SOPs, QA standards, tooling access, and structured training programs. Drive early performance improvements such as higher first contact resolution (FCR), reduced DSAT, and improved tone/process adherence.

• Escalation Strategy & Quality Improvement: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues. Reduce preventable escalations by empowering agents with better SOPs, tooling, and clarity. Improve cross-functional visibility and create actionable insights from high-priority cases.
• Tooling Optimization: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight. Identify opportunities to automate repetitive tasks and improve agent experience. Build and maintain dashboards that surface real-time KPIs across internal and outsourced teams.
• Support Efficiency & SLA Adherence: Streamline support processes and improve routing logic to reduce response and resolution times toward a <48-hour target. Prioritize scalable solutions that remove friction without sacrificing quality.
• Reporting & Cross-Functional Feedback Loops: Establish structured reporting and feedback systems that uncover root causes and highlight trends. Translate support insights into actionable feedback for Product, Engineering, and Success to improve the customer journey.
• Documentation & Enablement: Own internal knowledge management: maintain SOPs, QA checklists, onboarding guides, and enablement resources for L1 and L2 agents to ensure consistency, clarity, and quality across the support experience.

Required Qualifications

* 3-5+ years in Support Operations, Customer Experience, or related SaaS roles

• Proven success onboarding and scaling BPO support teams with structured training and performance management
• Deep experience administering Zendesk (certification a plus); strong knowledge of Jira, Gainsight, Slack workflows
• Proficient in building dashboards and tracking KPIs using Zendesk Explore, Looker, or similar tools
• Demonstrated ability to improve operational performance across CSAT, resolution time, and escalation management
• Strong communication and project management skills; excels in cross-functional execution
• Strategic thinker with a passion for systems, scale, and continuous improvement

Keys to Optimum Happiness at arenaflex

* Thrives in ambiguity and proactively builds clarity

• Focuses on long-term impact over quick wins
• Enables others through systems, not mandates
• Leverages technology and AI to empower people and simplify complexity
• Embraces the challenges and rewards of growing in a scaleup environment

Work Environment and Company Culture

At arenaflex, we're committed to creating a culture that empowers our team members to grow, learn, and thrive. We offer a flexible, supportive work environment that encourages collaboration, innovation, and creativity. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. We're dedicated to building an inclusive, supportive culture that empowers each arenaflex'er to succeed and grow.

Compensation, Perks, and Benefits

* Competitive and equitable pay, including stock options

• Unlimited vacation time
• Generous paid parental leave
• Monthly stipends to support Wellness and Home Office expenses
• Opportunity to work for one of the fastest-growing technology companies in the PropTech industry

How to Apply

If you're a strategic and systems-oriented leader who is passionate about scaling support operations and driving customer excellence, we want to hear from you! Please submit your application, including your resume and a cover letter that highlights your experience and qualifications. Don't forget to mention the word

UNDERSTANDABLE

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