Experienced Customer Support Operations Lead – Scaling Support Excellence at arenaflex

At arenaflex, we're on a mission to revolutionize the way people interact with our innovative solutions. As a Customer Support Operations Lead, you'll play a pivotal role in shaping the future of customer experience, driving operational efficiency, and fostering a culture of excellence within our team. If you're a strategic thinker with a passion for systems, scale, and continuous improvement, we want to hear from you!

About arenaflex

arenaflex is a values-driven company that's dedicated to making a positive impact on people's lives. We're a team of like-minded individuals who share a common purpose – to improve the lives of others. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities!

Our Mission

At arenaflex, we're committed to building better communities. We strive to create an inclusive, supportive culture that empowers each arenaflex'er to succeed and grow. Our mission is to provide innovative solutions that enable real-time property data, making it easier for property managers to improve their operations and maximize returns.

The Role

As a Customer Support Operations Lead, you'll be responsible for driving strategic initiatives that improve support efficiency, reduce friction, and enhance the overall customer experience. You'll lead the operationalization of our BPO support partner, develop a scalable escalation model, optimize tooling, and establish structured reporting and feedback systems. Your expertise will be instrumental in shaping the future of customer support at arenaflex.

Key Responsibilities

* BPO Management & Enablement: Lead the operationalization of our BPO support partner within 12 weeks, delivering clear SOPs, QA standards, tooling access, and structured training programs.

• Escalation Strategy & Quality Improvement: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues, reducing preventable escalations by empowering agents with better SOPs, tooling, and clarity.
• Tooling Optimization: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight, identifying opportunities to automate repetitive tasks and improve agent experience.
• Support Efficiency & SLA Adherence: Streamline support processes and improve routing logic to reduce response and resolution times toward a <48-hour target, prioritizing 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, translating support insights into actionable feedback for Product, Engineering, and Success to improve the customer journey.
• Documentation & Enablement: Own internal knowledge management, maintaining 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

Additional Information

* arenaflex is committed to providing a flexible, supportive culture that empowers each arenaflex'er to succeed and grow.

• We offer a competitive and equitable pay, including stock options, and a range of benefits, including unlimited vacation time, generous paid parental leave, and monthly stipends to support Wellness and Home Office expenses.
• arenaflex is an equal opportunities employer and welcomes applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status.

How to Apply

If you're a strategic thinker with a passion for systems, scale, and continuous improvement, 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 our mission to build better communities! Apply for this job