Director, Customer Support – AI-Driven Support Operations and Team Leadership

At arenaflex, we're revolutionizing the way healthcare professionals and patients interact with our cutting-edge clinical platform. As a leader in the SaaS cloud-based clinical platform space, we're committed to delivering an exceptional experience that sets us apart from the rest. We're now seeking a visionary Director, Customer Support to spearhead our Support operations and cultivate a world-class Support team that embodies our values of innovation, collaboration, and customer-centricity.

About arenaflex

arenaflex is a pioneering healthcare technology company dedicated to enhancing the lives of physicians and patients through our intuitive and user-friendly clinical platform. Since our inception, we've been driven by a passion for creating a seamless and delightful experience for our users. Our team is comprised of talented individuals who share a common goal: to make a meaningful impact in the healthcare industry.

The Role

As our Director, Customer Support, you'll be responsible for leading our Support managers and developing a best-in-class Support team that sets the standard for excellence in the industry. You'll partner with cross-functional teams to establish processes and programs that create value for all stakeholders, leveraging AI to drive operational and strategic improvements for our customer and team experience.

Key Responsibilities

* Create and maintain an operational philosophy that drives a relentless focus on efficient and AI-optimized human interaction with bar-raising quality, efficiency, and cost.

• Use AI to drive operational and strategic improvements for our customer and team experience. Ideally, candidates will have examples of experiences in which they've done this within a Support function or related team.
• Provide leadership and coaching to develop and mentor our Support Managers and their teams.
• Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team – with a resolute focus on customer experience.
• Align with the COO and SVP of Customer Operations on department strategy and operating plan for the Support organization as we continue to scale our team.
• Liaise with other leadership, as well as cross-functional leadership to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation.
• Work with COO, SVP, People Ops, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.
• Assist with incident response when necessary as an escalation point, communicating with customers and providing info to internal teams.
• Continue to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities.
• Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and partner relationship management, contact routing, program management, trust and safety, and quality assurance.
• Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams' efforts.

Professional Qualifications

* Views the Support function as a differentiator in the market segment

• Passionate about people management, development, and mentorship with previous experience leading managers in a tiered support organization across multiple locations
• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
• Provides direction to managers in various areas, groups, and/or operations
• Self-motivated, detail-attentive, and have a desire for continuous learning
• Someone with a high EQ and soft skills, with exceptional written and oral communication
• Able to think creatively about a wide variety of challenges
• Current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment
• Be a natural-born educator. Knowledge is power, and we're all about empowerment.
• Strong Customer Service skills. Effective communication also requires effective listening, so be ready to lend a sympathetic ear and offer reassurance when needed.
• 10+ years of previous customer support experience in the software/tech industry
• Bachelor's degree in business, or a related field—or equivalent years of experience

Why Join arenaflex?

* Competitive salary range: $140,000-160,000 + variable compensation

• Opportunity to work with a talented team of innovators who share your passion for delivering exceptional customer experiences
• Collaborative and dynamic work environment that fosters growth and learning
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Professional development opportunities, including training, mentorship, and education assistance
• Flexible work arrangements, including remote work options and flexible hours

How to Apply

If you're a seasoned Support leader with a passion for innovation and customer-centricity, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job