At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a seasoned leader in our Customer Support Team, you'll play a pivotal role in driving sustained customer success and growth through innovative training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy. If you're passionate about empowering customers and teams alike, we want to hear from you!
**About arenaflex**
arenaflex is a forward-thinking organization that's redefining the customer support landscape. With a focus on digital transformation, we're committed to providing cutting-edge solutions that exceed our customers' expectations. Our team is comprised of talented individuals who share a common goal: to deliver exceptional experiences that foster loyalty, retention, and growth.
**Job Summary**
As an Experienced Customer Support Team Manager, you'll be responsible for leading a high-performing team of customer support professionals. You'll drive standard work and key performance indicators (KPIs) with a focus on continuous improvement and lean processes. Your expertise in technical disciplines, analytical thinking, and technical experience will enable you to execute policy and strategy effectively.
**Key Responsibilities**
* **People Leadership**: Hire, develop, and manage a team of customer support professionals, providing guidance, coaching, and performance development.
* **Standard Work and KPIs**: Drive standard work and key KPIs with a focus on continuous improvement and lean processes, ensuring exceptional customer experiences.
* **Technical Expertise**: Utilize in-depth knowledge of technical disciplines, analytical thinking, and technical experience to execute policy and strategy.
* **Communication and Collaboration**: Communicate with stakeholders across the organization to align and drive Technical Support execution, ensuring seamless integration with other functions.
* **Problem-Solving and Decision-Making**: Use judgment to propose different solutions outside of set parameters to address complex issues with technical variety and/or interdependent components.
* **Resource Management**: Utilize multiple internal and limited external sources to arrive at decisions, ensuring effective resource allocation.
* **Mentorship and Leadership**: Act as a resource for colleagues with less experience, leading small projects with low risks and resource requirements, and developing skills to bring team members to consensus around topics within the field.
**Essential Qualifications**
* **Advanced Experience**: For roles outside of the USA, this role requires advanced experience in Services & Digital Customer Support Engineering, comparable to a Bachelor's degree from an accredited university or college (or a high school diploma with relevant experience).
* **Bachelor's Degree**: For roles in the USA, a Bachelor's degree from an accredited university or college (or a high school diploma/GED with at least 6 years of experience in Job Family Group(s)/Function(s)) is required.
**Desired Characteristics**
* **Strong Communication Skills**: Excellent oral and written communication skills, with the ability to analyze and resolve problems, both technical and personnel related.
* **Analytical and Problem-Solving Skills**: Ability to document, plan, and execute programs, with a focus on continuous improvement and lean processes.
* **Leadership and Team Management**: Ability to effectively lead a team of remote, global, individuals of varying levels of experience, with a focus on developing skills and consensus.
* **Note**: To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.
**Compensation and Benefits**
* **Salary Range**: $114,400.00 - $143,000.00 per year, with a variable incentive compensation bonus.
* **Benefits**: arenaflex offers a great work environment, professional development, challenging careers, and competitive compensation. arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion.
**Work Environment and Culture**
* **Remote Work**: This is a remote position, with the opportunity to work from anywhere in the world.
* **Flexible Work Arrangements**: arenaflex offers flexible work arrangements, including flexible hours and remote work options.
* **Diverse and Inclusive Culture**: arenaflex is committed to creating a diverse and inclusive culture, with opportunities for growth and development.
**How to Apply**
If you're a motivated and experienced leader with a passion for customer success, 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 your story and explore how you can contribute to our mission at arenaflex.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds, and we're dedicated to creating a workplace that's inclusive, respectful, and supportive of all employees.
**Relocation Assistance**
No relocation assistance is provided for this position.
**Apply Now**
Ready to take the next step in your career? Apply now to join our team at arenaflex!
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