Associate Director of Customer Support Operations – Leadership of Tier 1 Support, Vendor Management, and Service Excellence at arenaflex

About arenaflex – Pioneering the Future of Digital Commerce

arenaflex is a fast‑growing, technology‑driven leader in the digital commerce space, empowering restaurants, retailers, and brands to deliver seamless, omnichannel experiences to millions of customers worldwide. Our mission is to transform the way businesses interact with their patrons by providing a unified platform that blends ordering, fulfillment, and analytics into a single, intuitive solution. As we continue to scale, we are looking for visionary leaders who can champion exceptional customer experiences and drive operational excellence across our support ecosystem.

Why This Role Matters

The Associate Director, Customer Support will be the strategic and operational backbone of arenaflex’s Tier 1 support function. This role is responsible for building, leading, and scaling a high‑performing support team that includes both internal staff and external vendor partners. By ensuring rapid, accurate, and empathetic responses to customer inquiries, you will directly influence customer satisfaction, retention, and the overall brand reputation of arenaflex.

Key Responsibilities

• Team Leadership & Development: Recruit, mentor, and grow a diverse Tier 1 support team, fostering a culture of continuous learning, accountability, and empowerment.
• Vendor Partnership Management: Own the performance of the external Tier 1 support vendor, establishing clear service level agreements (SLAs), conducting regular performance reviews, and driving joint improvement initiatives.
• Operational Oversight: Direct day‑to‑day Tier 1 operations, including queue management, response time monitoring, resolution time tracking, and strict adherence to arenaflex’s support policies and processes.
• Workforce Planning & Staffing: Design and execute a robust staffing strategy that balances coverage, scheduling, and resource allocation to consistently meet or exceed service level objectives (SLOs).
• Quality Assurance (QA): Lead QA programs that evaluate ticket handling accuracy, adherence to best practices, and overall customer satisfaction, implementing corrective actions where needed.
• Automation & Self‑Service Enablement: Identify opportunities to automate repetitive tasks, expand self‑service portals, and streamline workflows to reduce ticket volume and improve efficiency.
• Cross‑Functional Collaboration: Partner with Tier 2/3 Support, Product, Engineering, Onboarding, Implementation, and Customer Success Management (CSM) teams to surface insights, influence product roadmaps, and enhance the end‑to‑end customer journey.
• Data‑Driven Strategy: Analyze support metrics, trend data, and root‑cause analyses to inform strategic decisions, forecast demand, and proactively mitigate emerging issues.
• Training & Knowledge Sharing: Develop comprehensive onboarding, ongoing training, and knowledge‑base initiatives that upskill both internal agents and vendor staff.
• Escalation Management: Serve as the escalation point for critical incidents, ensuring timely resolution, transparent communication, and stakeholder alignment.
• Customer Advocacy: Act as the voice of the customer within arenaflex, collaborating with Product, Engineering, and CX leadership to guarantee smooth rollouts of new features and products.

Essential Qualifications

• Minimum 6 years of hands‑on leadership experience in customer support, preferably within a high‑growth SaaS or technology‑focused organization.
• Demonstrated success managing large, front‑line support teams that include both internal staff and external vendor partners.
• Strong operational acumen with a proven track record of improving efficiency, implementing automation, and driving measurable performance gains.
• Experience with support ticketing platforms (e.g., arenaflex, or similar) and the ability to translate data into actionable insights.
• Exceptional coaching, mentorship, and people‑development capabilities, with a passion for building high‑performing, collaborative teams.
• Strategic thinker who can also roll up sleeves to solve complex problems in a fast‑paced environment.
• Excellent communication skills, both written and verbal, with the ability to influence cross‑functional stakeholders and advocate for customer needs.
• Proven ability to manage escalations and high‑impact customer issues with professionalism, urgency, and empathy.
• Experience designing and executing workforce planning, QA programs, and standardized processes that drive operational excellence.
• Willingness to be on‑call after hours, weekends, or non‑traditional shifts as business demands require.
• Ability to travel occasionally for vendor meetings, training sessions, or industry events.

Preferred Qualifications & Additional Skills

• Background in scaling support operations for SaaS platforms that serve thousands of concurrent users.
• Familiarity with advanced analytics tools (e.g., Tableau, Power BI) and the ability to build dashboards that surface key performance indicators.
• Experience implementing AI‑driven chatbots, knowledge‑base enhancements, or other self‑service technologies.
• Certification in ITIL, Six Sigma, or other process‑improvement frameworks.
• Multilingual capabilities or experience supporting a globally distributed customer base.

Core Skills & Competencies

• Leadership & People Management: Ability to inspire, motivate, and retain top talent while fostering an inclusive, high‑energy culture.
• Vendor Management: Skilled at negotiating contracts, setting expectations, and driving continuous improvement with external partners.
• Analytical Thinking: Proficiency in interpreting support data, identifying trends, and translating findings into strategic initiatives.
• Process Optimization: Expertise in mapping, redesigning, and automating support workflows to reduce waste and improve speed.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless focus on delivering delightful experiences.
• Collaboration: Strong ability to work across product, engineering, and business teams to align goals and drive shared outcomes.
• Communication: Clear, concise, and persuasive communication style, both in writing and verbally.

Career Growth & Learning Opportunities

At arenaflex, we invest heavily in the professional development of our leaders. In this role, you will have access to:

• Executive mentorship from senior leaders in Product, Engineering, and Customer Experience.
• Leadership development programs focused on strategic thinking, change management, and advanced analytics.
• Opportunities to lead cross‑functional initiatives that shape the future of arenaflex’s product roadmap.
• Conference sponsorships and industry events to keep you at the forefront of support innovation.
• A clear promotion pathway toward Director‑level and Vice‑President roles within the Customer Experience organization.

Work Environment & Culture at arenaflex

arenaflex champions a flexible, inclusive, and high‑performance culture. Our teams operate in a hybrid model that blends remote work freedom with occasional in‑person collaboration days at our modern headquarters. We value:

• Transparency: Open communication channels, regular town‑halls, and a culture of feedback.
• Innovation: Encouragement to experiment, iterate, and bring new ideas to life.
• Diversity & Inclusion: A commitment to building a workforce that reflects the customers we serve.
• Work‑Life Balance: Generous paid time off, flexible scheduling, and support for personal well‑being.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures will be discussed during the interview process, candidates can expect:

• Base salary aligned with market benchmarks for senior support leadership roles.
• Annual performance‑based bonuses tied to individual and team outcomes.
• Equity participation, giving you a direct stake in arenaflex’s long‑term success.
• Comprehensive health, dental, and vision coverage for you and your family.
• 401(k) plan with company match to support your retirement goals.
• Generous paid time off (20 days), separate sick days (10), and 11 paid holidays plus year‑end closure.
• Remote‑office stipend to equip your home workspace.
• Parental leave, volunteer time off, and a gift‑matching program to encourage community involvement.

How to Apply

If you are ready to lead a dynamic support organization, drive operational excellence, and make a tangible impact on arenaflex’s customers, we want to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and vision for the Tier 1 support function.

Apply to this job

Join arenaflex – Shape the Future of Customer Support

At arenaflex, your leadership will directly influence how thousands of businesses serve their customers every day. By joining our team, you become part of a mission‑driven organization that values innovation, collaboration, and the relentless pursuit of excellence. Take the next step in your career and help us set a new standard for customer support in the digital commerce industry.