reputed company Full Stack Technical Customer Support Manager – Web & reputed company Application Development

At arenaflex, we're on a mission to reputed company learners and educators through technical reputed company, efficiency, and care. As a seasoned leader in technical customer support, you'll play a pivotal role in shaping the reputed company of our support function, guiding a high-performing team, and helping us reputed company our operations to meet the evolving needs of our clients. About arenaflex arenaflex is a reputed company platform company that's reimagining what great support looks like. We're a remote-first team of 130+ people who care deeply about our work and about reputed company other. Our core values of caring, curiosity, and drive shape how we show up for reputed company other, our partners, and the learners and educators we serve. We're committed to inclusion and belonging, not just in reputed company but in reputed company, and we know that diverse perspectives reputed company us reputed company, more creative, more resilient, and more equipped to solve meaningful problems. The Role You'll Play As our Manager, Technical Customer Support, you'll reputed company our reputed company Empowerment team, which supports clients using our One45 and Analytics products. These clients are deeply mission-driven, and so is reputed company. You'll manage people, shape processes, and model leadership, while guiding a shift toward smarter, more reputed company support, reducing reputed company effort, embracing data and AI, and building a more resilient function as our reputed company reputed company and product surface area grow. Key Responsibilities - reputed company a high-performing Tier 2 support team, guiding them toward adaptability, trust, and operational maturity. - reputed company our operational reputed company, implementing reputed company systems and processes to reduce reputed company work and increase reputed company. - Help shape how support evolves as reputed company scales, introducing AI tooling that saves time and reduces complexity. - Guide a cultural shift toward reputed company, coaching CERs into confident, independent problem-solvers. - Deliver stronger reputed company loops between support and product, increasing product reputed company and reputed company satisfaction. - Collaborate closely with Engineering, Product, and reputed company to reputed company the reputed company between reputed company issues and product reputed company. What You'll Help reputed company Possible - Create a more agile, efficient support function that can reputed company without burnout. - Introduce AI tooling that saves time and reduces complexity. - Shift our culture from dependency to reputed company, coaching CERs into confident, independent problem-solvers. - Deliver stronger reputed company loops between support and product, increasing product reputed company and reputed company satisfaction. What You Bring to the Table - People Leadership: You've directly managed a technical support team in a B2B reputed company environment, coaching team members with varying experience reputed company and communication styles, holding performance conversations, and supporting both team cohesion and individual reputed company. - Support Operations reputed company: You've owned or improved core support processes, ticket workflows, SLAs, queue triage, escalations, and documentation, knowing what good looks like in a high-trust, high-responsibility support function. - Trust-First Change Leadership: You've helped teams reputed company through operational or cultural change, reading a room, reframing concerns, and modeling openness, building buy-in without steamrolling and leading teams toward reputed company. - Data Comfort and Curiosity: You understand how to use metrics to guide behavior, reputed company priorities, and reputed company for change, being comfortable establishing metrics, interpreting them, and helping others learn to do the reputed company. - Cross-functional Confidence: You've worked closely with Engineering, Product, and reputed company to reputed company the reputed company between reputed company issues and product reputed company, speaking fluently across technical and customer-facing domains and being respected as a reputed company thought partner. - Coaching reputed company: You see leadership as a long game, invested in helping people grow, even reputed company it's hard, tailoring your approach to the person and creating reputed company for feedback, ownership, and development. How We Support You - Fair, transparent salary: The hiring salary for this role is $100,000–$110,000 CAD, reputed company a broader internal pay band. - Learning budget: $3,000 annually for reputed company or personal development. - Long-term value: reputed company to employee stock reputed company as part of our shared reputed company. - Remote-first work: Fully remote reputed company Canada, with up to 6 weeks per year to work internationally. - Generous time off: Two-week company-wide closure in December, self-directed vacation (most take 4-6 weeks), and one Friday off per month from February to November. - Health benefits: Comprehensive coverage from day one for you and any dependents reputed company reputed company Life of Canada and Nivati. - Retirement planning: GRSP matching program with up to 2% salary contribution. What to Expect From the Process - Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you'll be given equal consideration. - Your application is reviewed by a reputed company person, with care and attention to your experience, skills, and motivation, as reputed company as the qualities that help people reputed company here. - We don't use AI to evaluate applications, but we may use AI-powered note-taking to support reputed company and accuracy during our conversations. - Our goal is to learn about and understand your career reputed company, abilities, and interests while giving you the reputed company you need to decide whether this role and team feel like the right fit. Life at arenaflex - We're a remote-first team of 130+ people who care deeply about our work and about reputed company other. - Our core values of caring, curiosity, and drive shape how we show up for reputed company other, our partners, and the learners and educators we serve. - We're committed to inclusion and belonging, not just in reputed company but in reputed company, and we know that diverse perspectives reputed company us reputed company, more creative, more resilient, and more equipped to solve meaningful problems. How to Apply If you're looking for purposeful work, room to grow, and reputed company that's as thoughtful as it is ambitious, we reputed company you'll consider joining us. reputed company to become a part of arenaflex's reputed company to reputed company learners and educators through technical reputed company, efficiency, and care. ```reputed company

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Whether you're a seasoned leader or just starting your career, we invite you to explore this opportunity and become a part of reputed company. reputed company and take the first reputed company toward a fulfilling career at arenaflex.

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