At arenaflex, we're revolutionizing mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all, and as a Public Benefit Corporation, we're committed to achieving this mission through responsible innovation, operational excellence, and a therapist-first approach.
**Join arenaflex's Support Team and Help Shape the Future of Mental Healthcare**
We're seeking an experienced Customer Support Operations Manager to help scale and elevate our Support Team at arenaflex. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. As a process-driven, analytical leader, you'll be responsible for building and leading a top-tier support operation that drives exceptional customer satisfaction, agent productivity, and quality assurance.
**About the Role**
This is a fully remote, full-time role reporting directly to the company leadership. As a Customer Support Operations Manager at arenaflex, you'll have the opportunity to shape and scale the customer support function at a growing company. You'll work closely with cross-functional teams, including Clinical, Product, and Leadership, to build smooth workflows, optimize operations, and introduce innovative solutions to support challenges.
**Key Responsibilities**
* Provide timely, empathetic, and efficient responses to support tickets from patients and clinicians via email, chat, and phone
* Develop and implement scalable support procedures and policies, including key success metrics
* Hire, train, and manage a growing team of Support Agents to meet expanding business demands
* Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations
* Work with the Product team to introduce innovative solutions to support challenges
* Create internal documentation to support team knowledge, streamline onboarding, and clarify processes
* Maintain and enhance Freshdesk dashboards and reporting systems; track team metrics and share product insights with leadership
**What Success Looks Like**
* Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance
* Consistent achievement of team objectives with an emphasis on continuous improvement
* Seamless cross-team collaboration driving strategic initiatives and enhancing support operations
* More efficient workflows and faster, higher-quality support interactions
* Timely execution of projects according to defined scopes
**What We're Looking For**
* 2+ years in operations management, including achieving and exceeding defined KPIs
* A creative problem-solver who thrives on addressing complex operational challenges
* Experienced people leader with a talent for team development and empowerment
* Strong and empathetic communicator, comfortable interacting across all organizational levels
* Self-starter with a demonstrated ability to manage goals independently
* Skilled at interpreting data to inform decisions and drive improvements
* Proactive project manager who takes initiative
* Deep familiarity with Freshdesk, Zendesk, or similar ticketing systems; strong process orientation
* Ability to excel in a dynamic, fast-moving environment
* Brings humility, drive, clarity, adaptability, and professionalism to the role
* Bonus: Previous experience in a high-growth healthcare setting
**Why Join arenaflex?**
* The opportunity to shape and scale the customer support function at a growing company
* A mission-driven environment where your work directly impacts mental healthcare accessibility
* Competitive salary and growth opportunities into a leadership role
* Comprehensive health benefits, flexible PTO, and mental health support initiatives
* A culture that values collaboration, innovation, and continuous learning
**What We Offer**
* A dynamic and supportive work environment that encourages collaboration and innovation
* Opportunities for professional growth and development in a rapidly growing company
* A comprehensive benefits package, including health insurance, flexible PTO, and mental health support initiatives
* A competitive salary and bonus structure that rewards performance and contributions
* The chance to work with a talented and dedicated team that's passionate about making a difference in mental healthcare
**How to Apply**
If you're a motivated and experienced operations leader who's passionate about making a difference in mental healthcare, we encourage you to apply for this exciting opportunity. Please submit your resume, cover letter, and any relevant work samples to [arenaflex careers email]. We can't wait to hear from you!
**arenaflex is an Equal Opportunity Employer**
arenaflex is committed to creating a diverse and inclusive work environment that reflects the communities we serve. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives.
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