Experienced Customer Care Systems Lead – Optimizing Mental Healthcare Technology for Affordability

At arenaflex, we're on a mission to revolutionize mental healthcare by making it accessible and affordable for everyone. As a leading innovator in this space, we're building a new mental healthcare system that empowers therapists to accept insurance and scale their practice. Our technology has already helped over 1 million patients, and we're just getting started. We're seeking an exceptional Customer Care Systems Lead to join our team and play a critical role in shaping the customer experience. As a key member of our CX team, you'll be responsible for optimizing our tech stack to enhance efficiency and productivity. This is a unique opportunity to make a meaningful impact in an industry that needs to be rebuilt.

About arenaflex

arenaflex was founded in 2019 with a bold vision: to create a mental healthcare system that everyone can access. Since then, we've grown into a diverse, national network of over 45,000 mental healthcare providers across all 50 states. Our software has helped therapists scale their practice, and our customers have received high-quality care. We're a Series D company with over $325m in funding from top investors, and we're committed to using our resources to drive positive change.

The Role

As our Customer Care Systems Lead, you'll be responsible for leading end-to-end technical projects that enhance our CX platforms. You'll work closely with vendors and internal stakeholders to identify opportunities to maximize existing tools and implement new ones. Your daily operations will focus on ensuring SLAs are met, and any issues are handled promptly. You'll also own the design, configuration, and maintenance of our systems and associated integrations, including structure, automation, and dashboards.

Key Responsibilities

* Lead end-to-end technical projects that enhance our CX platforms

• Work with vendors and internal stakeholders to find ways to maximize existing tools and implement/integrate new tools into the CX ecosystem
• Oversee the daily operations of the CX team's tech stack to ensure SLAs are achieved and any issues are handled immediately
• Own the design, configuration, and maintenance of our systems and associated integrations - including structure, automation, and dashboards
• Prioritize and resolve system issues, using data to quantify impact
• Implement and automate workflows within and across systems
• Support initiatives to enable customers to self-serve and find ways to reduce friction and improve the customer experience
• Represent the CX team on cross-functional initiatives to create and implement the best technical solutions for our customers and Customer Service representatives
• Support our enablement team to help drive tool adoption across our teams

You'd be a great fit if...

* You've worked in a CX environment for 3+ years and have a strong understanding of CX metrics, processes, and tools

• You have experience with tools like Zendesk, MaestroQA, Playvox, Forethought, etc.
• You've run a CX integration project or implemented technical solutions
• You love technology and finding ways to optimize existing tools or search out other tools that can solve an internal pain point
• You're inspired by the goal of continuously improving the CX team's customer support tools
• You have experience working with technical partners and translating business requirements into solutions
• You thrive in ambiguity and seek out opportunities to dive into unfamiliar challenges, drive towards outcomes, and shape strategy
• You have a bias to action towards driving and implementing process to improve quality and increase efficiency
• You're an analytical and creative problem solver: you dig into challenges, quantify them, and create "handmade" solutions
• You're passionate about constant improvement and tackling operational challenges, proposing solutions, and measuring their impact
• You thrive at taking a structured approach to solving problems and finding insights from testing and learning is one of your skills - whether your hypothesis was right or not
• You are analytically-minded, operationally excellent, and unflappable in a fast-moving environment
• You seek an environment that fosters individual growth through open-feedback and a high-autonomy
• You are motivated by the opportunity to make an impact on one of our generation's defining problems, making mental healthcare affordable

Compensation and Benefits

The expected base pay range for this position is $97,240 - $143,000, based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for performance-based variable compensation and an equity grant, depending on the position and level. We offer a comprehensive and competitive total rewards package, including:

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development

Diversity, Equity, and Inclusion

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. arenaflex is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview.

Work Environment

arenaflex employees work remotely across the US, with the option to work from offices in New York City, San Francisco, and Seattle. arenaflex participates in E-Verify. To learn more, click here. If you're passionate about making a difference in mental healthcare and have the skills and experience to excel in this role, we encourage you to apply. Join our team and help us build a better future for everyone. Apply for this job