Experienced Full Stack Customer Support Engineering Manager – Web & Cloud Application Development

At arenaflex, we empower developers to build, scale, and secure a faster, more personalized web. As a pioneer in cloud infrastructure and AI-native web development, we help our customers like Ramp, Supreme, PayPal, Chick-fil-A, and Under Armour create exceptional digital experiences. Our mission is to enable the world to ship the best products, and we're looking for a talented leader to join our Customer Support Engineering (CSE) team.

About the Role:

We're seeking an experienced Manager for our CSE team to support the continued growth of arenaflex. This role inherits an existing set of well-documented processes, policies, and expectations, but there's considerable scope and expectation to re-evaluate these and help take the CSE team to new heights. As a seasoned leader, you'll be responsible for building a high-performing team that knows the balance between quality and quantity. You'll focus on scaling and efficiency, identifying and implementing solutions that reduce the need for customers to contact support while empowering the team with the right tooling and process to dig deep quicker.

What You Will Do:

As a Manager of Customer Support Engineering, you'll be responsible for:

• Ensuring the delivery of an exceptional customer experience at scale
• Setting measurable goals to evaluate and consistently improve CSE team performance
• Handling escalated cases that arrive ad-hoc through various channels
• Working with the Product organization to provide feedback and implement solutions
• Engaging stakeholders at all levels of the business to drive cross-functional improvements
• Helping CSE's with day-to-day performance, career planning, and growth
• Identifying opportunities for tooling to improve efficiency and quality of work
• Overseeing the communication of incidents to customers
• Leading by example and periodically demonstrating CSE best practices in the role
• Recruiting exceptional people that understand and are driven greatly by arenaflex's mission
• Recognizing trends, issue patterns, and proactively taking action to prevent further difficulty for customers

About You:

To succeed in this role, you'll need:

• Experience working with a globally distributed, technical support team
• Experience setting and managing KPI's and growth plans for team members
• Experience driving efficiencies and building teams that don't scale linearly with case volume
• Desire to work cross-functionally, engaging closely with Product
• Desire to mentor direct reports and help them succeed in their growth
• Desire to empower your team, unblocking and helping them to prioritize
• Confident dealing with a fast-paced platform with regular changes
• Confident taking ownership of important decisions in the absence of leadership
• Confident making decisions that make long-term sense
• Ability to identify upstream concerns and represent the customer impact
• Ability to work autonomously with a reliance on asynchronous communication
• Ability to calmly handle pressurized situations at all times
• Technical knowledge within modern application development and deployment

Bonus If You:

* Are experienced in frontend development using React and Next.js

• Are experienced with AI solutions for support teams
• Have worked with a CDN on a regular basis
• Understand, and can communicate, matters regarding DNS
• Have created a custom CI/CD pipeline or CLI tool
• Have experience working with Enterprise applications at global scale
• Enjoy improving hiring processes for all involved, especially candidates

Benefits:

As a valued member of our team, you'll enjoy:

• Competitive compensation package, including equity
• Inclusive Healthcare Package
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Flexible Time Off
• We'll provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed

About arenaflex:

arenaflex is committed to fostering and empowering an inclusive community within our organization. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. arenaflex encourages everyone to apply for our available positions, even if they don't necessarily check every box on the job description. If you're passionate about delivering exceptional customer experiences at scale and want to join a dynamic team that's shaping the future of web development, apply now to become our next Manager of Customer Support Engineering! Apply for this job