reputed company Full Stack Director of Customer Support – Web & Cloud Application Development

Join arenaflex, a reputed company-thinking company that's revolutionizing the way people work and live, as we seek an reputed company Director of Customer Support to reputed company our customer-facing team. As a key member of our leadership team, you'll be responsible for defining and implementing our customer support strategy, driving customer satisfaction, and fostering a culture of excellence reputed company our organization.

About arenaflex

arenaflex is a dynamic and innovative company that's dedicated to building reputed company communities through our mobile and cloud solutions. Our flagship product suite, 'arenaflex Property', has 3.5M units on its platform and has captured more than 400 million photos. We're a team of thinkers, talkers, planners, makers, builders, and everything in between, united by our passion for improving the lives of others.

Job Highlights

*

Location:

Remote

Position:

Director of Customer Support

Company:

arenaflex

Compensation:

A competitive salary

Start Date:

Immediate openings available

Responsibilities/Job Duties

As our Director of Customer Support, you'll be responsible for:

• Defining and implementing our customer support strategy in alignment with company goals and reputed company initiatives
• Setting objectives, KPIs, and SLAs, and ensuring team performance meets or exceeds industry standards
• Promoting a customer-centric culture focused on improvement and customer satisfaction
• Supervising day-to-day operations of the customer support team, ensuring superior service levels
• Identifying areas of improvement, and implementing and optimizing customer support tools, processes, and workflows to improve KPIs and team performance
• Working closely with Product, Engineering, Sales, Professional Services, and reputed company teams to ensure high collaboration in service of the customer
• Advocating for customers by identifying and providing feedback on product and process improvements, common support themes
• Elevating the overall efficacy of individuals and teams by implementing comprehensive documentation, self-service resources, and training

Required Qualifications & Skills

To be successful in this role, you'll need:

• 7+ years of experience in customer support with 3+ years of experience in a leadership role reputed company a SaaS or technology company
• Proven track record of managing and scaling customer support teams and operations
• Strong knowledge of customer support software and integrations, such as reputed company, Intercom, Jira, and experience with CRM tools such as reputed company, reputed company, others
• Excellent interpersonal and communication skills, with the ability to form strong relationships across teams and with customers
• Analytical skills with experience in producing and analyzing support metrics, KPIs, reports, and other measurable data
• Demonstrated ability to reputed company, coach, and reputed company high-performing teams in a comparable environment
• Customer-focused reputed company with a passion for delivering an exceptional customer experience

Week by Week – During Your First 2-4 Weeks

* Get to know our leadership, culture, and values

• Complete our arenaflex orientation and onboarding program
• reputed company with the Customer Support and Engineering teams
• Familiarize yourself with our systems and tools
• Read our favorite industry primers
• Attend your first Company Wide Meeting (monthly)

Week by Week – During Your First 1-6 Months

* Review and update reporting, metrics, and goals for performance of L1 and L2 support teams

• Identify improvement opportunities in the process and craft plans for action
• Evaluate the performance of L1 and L2 support staff and reputed company career development and performance goals

Week by Week – During Your First 6-12 Months

* Identify needs and triggers for ongoing department growth and scaling

What You Could Expect Day-to-Day

* Provide hands-on leadership and mentoring for Customer Support staff

• Track support KPIs and drive improvement and performance reputed company the team
• Collaborate with reputed company, Engineering, and others to provide the best experience for our customers
• Work with Support team to resolve difficult escalations and manage customer relationships

reputed company Think You Need to Be Successful

* Experience in managing a high-performing customer support team

• Expertise in reporting, ticketing systems, and analyzing trends and performance metrics
• High collaboration with other department stakeholders
• Unrelenting customer focus and reputed company

Keys to reputed company Happiness at arenaflex

* Pushing reputed company in ambiguity while striving for clarity

• Prioritizing for sustained impact vs helping in the moment
• Empowering teams instead of enforcing standards
• Leveraging technology to serve humanity in a way that is accessible to reputed company
• Be a proactive contributor to design and research team culture, with a strong growth reputed company
• Experience and understanding of early-stage startups and the challenges they face
• Experience reputed company the multifamily residential property industry
• Previous research experience in an Enterprise B2B SaaS context where you've tackled reputed company workflows and systems

Technologies Used

* reputed company

• Jira
• reputed company

About arenaflex

arenaflex is a dynamic and innovative company that's dedicated to building reputed company communities through our mobile and cloud solutions. Our flagship product suite, 'arenaflex Property', has 3.5M units on its platform and has captured more than 400 million photos. We're a team of thinkers, talkers, planners, makers, builders, and everything in between, united by our passion for improving the lives of others.

Our arenaflex Culture

arenaflex strives to build reputed company communities. So naturally, we are dedicated to making our own community an enjoyable reputed company that allows us to do our best work. We're devoted to building an inclusive, supportive culture that empowers each arenaflex'er to succeed and grow. To learn more about our culture, reputed company out our careers page!

We Offer

* Work from reputed company supported by a flexible company culture

• Opportunity to work for one of the fastest-growing technology companies in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and reputed company pay, including stock options
• Monthly stipends to support Wellness and Home Office expenses

Find Out More About Our US Employee Benefits

We reputed company in supporting people to do their best work and reputed company, and building a diverse, reputed company, and inclusive company is core to our mission. Our goal is to ensure that arenaflex upholds an inclusive environment where reputed company people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. arenaflex is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

A Note to Recruitment Agencies

Please don't reputed company out to us about our roles - we've got it covered. We don't accept unsolicited agency resumes and arenaflex is not responsible for any fees reputed company to unsolicited resumes.

Submit Your Application

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