**Experienced Customer Care Manager – Device Support**

At arenaflex, we're driven by building innovative solutions that empower restaurants to thrive in a rapidly changing industry. As a Customer Care Manager, you'll play a critical role in delivering exceptional customer experiences, ensuring the well-being of our team members, and driving operational excellence. If you're a motivated leader with a passion for customer satisfaction, we want to hear from you. **About arenaflex** arenaflex is a leading provider of all-in-one restaurant platforms, helping restaurants operate their businesses, increase sales, engage guests, and keep employees happy. Our platform is designed to streamline operations, improve customer satisfaction, and drive revenue growth. We're committed to creating a culture of innovation, collaboration, and customer obsession. **The Role** As a Customer Care Manager, you'll be responsible for leading a team of agents who provide support for our Device campaign. You'll oversee the customer journey, ensuring that customers receive timely and effective support for their device-related issues. You'll work closely with cross-functional teams, including Restaurant Success, Sales, and Onboarding, to develop process and support guidelines that drive customer satisfaction and loyalty. **Key Responsibilities** * Manage and coach a team of agents, providing guidance and feedback to improve their effectiveness in delivering high-quality customer interactions * Develop and implement training programs to ensure team members have the necessary skills and knowledge to resolve customer issues efficiently * Collaborate with internal teams to develop process and support guidelines that drive customer satisfaction and loyalty * Communicate and influence new ideas for improvement, demonstrating a solutions-oriented mindset * Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations * Monitor attendance and schedule adherence, ensuring that team members are available to support customers during peak hours **Requirements** * 3+ years of experience in performance management and coaching, preferably in a customer-facing role * 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience * Proven ability to operate independently, navigating competing priorities in a constantly changing environment * Experience solving complex customer issues with a sense of urgency and professionalism * Familiarity with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard **Nice to Haves** * Experience answering incoming phone calls and ticketing systems * Experience working in the tech industry or for a SaaS company * Open to schedules that may include weekends, holidays, and nights * POS technical understanding with networking devices and connectivity **About Our Team** At arenaflex, we're committed to creating a culture of innovation, collaboration, and customer obsession. We believe in empowering our team members to take ownership of their work, providing the necessary tools and resources to drive success. Our team is diverse, inclusive, and passionate about delivering exceptional customer experiences. **Our Benefits** We offer a comprehensive total rewards package that includes: * Competitive base salary range: $72,000 - $115,000 USD * Cash compensation (overtime, bonus/commissions, if eligible) * Benefits, including medical, dental, and vision coverage * Equity (if eligible) * Opportunities for professional growth and development * Flexible work arrangements, including remote work options * Access to cutting-edge technology and tools * Collaborative and dynamic work environment **Diversity, Equity, and Inclusion** At arenaflex, we're committed to creating an inclusive and equitable work environment that values diversity and promotes opportunities for growth and development. We believe that our employees are our secret ingredient, and we strive to create a culture that fosters connection, respect, and empathy. **How to Apply** If you're a motivated leader with a passion for customer satisfaction, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We're committed to creating an accessible and inclusive hiring process, and we strive to provide reasonable accommodations for persons with disabilities. If you need an accommodation to access the job application or interview process, please contact [insert contact information]. **Join Our Team** At arenaflex, we're building a team of innovators, collaborators, and customer advocates who share our passion for delivering exceptional customer experiences. If you're ready to take your career to the next level, we want to hear from you. Apply today and join our team of talented professionals who are shaping the future of the restaurant industry. Apply for this job