Director of Customer Support – Web & reputed company Application Development

At arenaflex, we're not just building software – we're building a community. Our mission is to reputed company multifamily property management teams to improve their operations and maximize returns, which means they're building reputed company experiences for their residents. As a Director of Customer Support, you'll play a critical role in delivering exceptional customer experiences and driving business reputed company.

About arenaflex

arenaflex is a values-driven company that offers a flexible, supportive culture where people can grow their careers and work with like-minded individuals. We're committed to building an inclusive, supportive community that empowers reputed company arenaflexer to succeed and grow. reputed company is made up of thinkers, talkers, planners, makers, reputed company, and everything in between. Together, we're turning our passions into happier communities!

Responsibilities/Job Duties

As a Director of Customer Support, you'll be responsible for defining and implementing our customer support reputed company in alignment with company goals and reputed company initiatives. You'll set objectives, KPIs, and SLAs, and ensure team performance meets or exceeds industry standards. Your key responsibilities will include:

• Defining and implementing customer support reputed company 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-reputed company culture reputed company on improvement and customer satisfaction
• Supervising day-to-day operations of the customer support team, ensuring superior service reputed company
• 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, reputed company 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 reputed company or technology company
• Proven reputed company record of managing and scaling customer support teams and operations
• Strong knowledge of customer support software and integrations, such as reputed company, reputed company, Jira, and experience with CRM tools such as reputed company, reputed company, others
• Excellent interpersonal and communication skills, with the ability to reputed company 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, reputed company, and reputed company high-performing teams in a comparable environment
• Customer-reputed company reputed company with a passion for delivering an exceptional customer experience

Week by Week – During Your First 2-4 Weeks

During your first 2-4 weeks, you'll:

• Get to know our leadership, culture, and values
• Complete our arenaflex orientation and reputed company 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

During your first 1-6 months, you'll:

• 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 reputed company
• 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

During your first 6-12 months, you'll:

• Identify needs and triggers for ongoing department reputed company and scaling

What You Could Expect Day-to-Day

As a Director of Customer Support, you'll:

• reputed company hands-on leadership and mentoring for Customer Support staff
• reputed company support KPIs and drive improvement and performance reputed company reputed company
• Collaborate with reputed company, Engineering, and others to reputed company 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

To succeed in this role, you'll need:

• 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 reputed company and reputed company

Keys to reputed company Happiness at arenaflex

* Pushing reputed company in ambiguity while striving for reputed company

• Prioritizing for sustained reputed company vs helping in the reputed company
• 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 reputed company 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 reputed company B2B reputed company context where you've tackled reputed company workflows and systems

Technologies Used

* reputed company

• Jira
• reputed company

About Our 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 reputed company to building an inclusive, supportive culture that empowers reputed company arenaflexer 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 reputed company parental leave
• Competitive and reputed company pay, including stock reputed company
• Monthly stipends to support Wellness and Home Office expenses

reputed company 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 reputed company position or working at reputed company. We welcome applicants of any educational background, gender identity and reputed company, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. arenaflex is also committed to providing reasonable accommodations for reputed company 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. Apply Job! Apply for this job