Director of Customer Support – Scaling Excellence in Global Support Operations

At arenaflex, we're revolutionizing the way local businesses succeed online. Our all-in-one platform empowers restaurant owners to build their website, drive online orders, create their own branded app, manage customer relationships, and set up marketing automations. With a strong focus on customer support, we're seeking an exceptional leader to join our team as the Director of Customer Support. This is a unique opportunity to shape the future of customer support at arenaflex and drive business growth through exceptional customer experiences.

About arenaflex

arenaflex is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. We've grown from under 100 to nearly 200 talented people in 2024, with top talent from the most successful companies in SMB software, including Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe. Our team is passionate about helping local businesses thrive in the digital age, and we're committed to delivering exceptional customer support that sets us apart.

Our Vision

Our vision is to empower tens of millions of local business owners to succeed in the digital age. We're starting by helping independent restaurants succeed online, but we know that our solution can be scaled to benefit every local business type. With a strong focus on customer support, we're committed to delivering best-in-class experiences that meet the standards of excellence our customers expect.

Our Traction

In just over 3 years, we've generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders. We've helped thousands of restaurant owners save their businesses – and not only survive, but thrive. Our traction is a testament to our commitment to delivering exceptional customer support and our passion for helping local businesses succeed.

The Director of Customer Support Role

As the Director of Customer Support, you will lead and scale a globally distributed, high-performing team that delivers 24/7 omni-channel support to our restaurant partners. With a team of 40+ across the U.S., Canada, and LATAM, including frontline managers, team leads, Tier II specialists, and a QA function, you'll own the vision and execution for a best-in-class customer support experience. You'll be responsible for optimizing team performance, unblocking operational inefficiencies, and building scalable systems that grow with the business.

Key Responsibilities

* Set and scale the operational strategy for our global, omni-channel support function to deliver consistent, high-quality experiences around the clock.

• Foster a high-performance culture by developing frontline leaders, optimizing team structure, and aligning KPIs to business goals.
• Act as a strategic partner to Product and Engineering, translating customer pain points into actionable insights that improve our platform.
• Ensure operational resilience by identifying and resolving single points of failure and optimizing the relationship with our AI chatbot BPO partner.

Who You'll Work With

* VP of Customer Success

• Director of Customer Success Management
• Product and Engineering Leaders
• Marketing Leaders
• RevOps Leaders
• BizOps Leaders

What We're Looking For

* A seasoned customer support leader with experience managing global, multi-tiered teams in a high-growth, tech-enabled environment.

• Proven ability to scale support operations and lead through complexity while maintaining service quality and team morale.
• Deep understanding of support systems and tools (e.g., Salesforce, Talkdesk, AI chatbot platforms), with a strong grasp of performance metrics, SLAs, and QA standards.
• An influential communicator and cross-functional collaborator who can advocate for customer needs and shape the broader company strategy.
• Experience managing vendor or BPO relationships, particularly with chatbot or automation support partners.
• Empathy-driven leadership style with a passion for the restaurant industry and a commitment to delivering value-driving support at scale.
• Extremely data-driven, with a proven track record of influencing product development at previous companies.

Pay and Benefits

* The estimated base salary range for this role is $160,000-190,000, plus a generous pre-IPO equity package.

• Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO – plus extra fun perks!

Additional Information

* Communication from our team regarding job opportunities will only be made by an arenaflex team member with an @arenaflex.com email address.

• We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.

Why Join arenaflex?

* Be part of a remote-first, global company that's revolutionizing the way local businesses succeed online.

• Work with a talented team of innovators who are passionate about delivering exceptional customer support.
• Shape the future of customer support at arenaflex and drive business growth through exceptional customer experiences.
• Enjoy a competitive salary, generous equity package, and comprehensive benefits.
• Be part of a company that's committed to making a positive impact on the lives of local business owners and their customers.

How to Apply

If you're a seasoned customer support leader with a passion for delivering exceptional customer experiences, we want to hear from you! Apply now to join our team as the Director of Customer Support and be part of a company that's changing the way local businesses succeed online. Apply for this job