**Experienced Customer Support Operations Lead – High-Growth Event Planning SaaS Company**

Are you ready to revolutionize the Event Planning SaaS Industry and empower event professionals across the globe? Join arenaflex, a fast-growing, $3M seed-funded B2B SaaS startup that's transforming the way event planners source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and Destination Marketing Organizations (DMOs). With a growing customer base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, we're at a critical growth stage and seeking a Customer Support Operations Lead to own and scale our support function. **About arenaflex** arenaflex is a high-impact, fast-paced team that values accountability, an ownership mindset, and a data-driven approach. We're a collaborative team where each person's contributions directly impact our success. Our company is scaling rapidly, and we offer the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. **Why This Role Matters** The current Customer Success Director needs to shift fully into lifecycle customer success – onboarding, training, renewals – and our team is looking for someone who can take over the day-to-day ownership of chat support and build out support operations and processes. You'll start as an individual contributor and grow into a true Support Ops leader. **Responsibilities** As our Customer Support Operations Lead, you'll be responsible for: * Being the first line of defense for live customer issues via Intercom (chat, email, and occasional phone) * Managing and optimizing the Intercom setup: workflows, automations, AI assistant (Fin), and macros * Improving support processes and documentation based on customer interactions * Owning key support KPIs like ticket resolution time, customer satisfaction, and responsiveness * Acting as a player-coach: leading by example while mentoring and growing a small team * Collaborating cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues **Qualifications** To succeed in this role, you'll need: * 2–5+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company * Proven experience building or significantly improving support processes and tooling * Hands-on Intercom, or similar software, experience is required (backend workflows, bot management, automations) * Operational mindset – someone who enjoys creating order out of chaos and building scalable systems * Customer-first mentality with strong communication skills (written and verbal) * Comfortable in ambiguity, adaptable, and resourceful – thrives in fast-paced environments * Bonus: experience mentoring or managing others * Bonus: experience in the hospitality or events industry **Benefits** As a member of our team, you'll enjoy: * Health coverage: 100% employee and 50% dependent coverage for vision, health, and dental * Maternity leave: support for growing families * Future 401K plan: coming soon! * Quarterly meetups: connect and collaborate in person with the team * Remote work budget and opportunities for leadership advancement **Career Growth Opportunities** At arenaflex, we're committed to helping you grow and develop your career. As our Customer Support Operations Lead, you'll have the opportunity to: * Take ownership of our support function and build a team of support professionals * Collaborate with our founders and C-Suite to drive strategic decisions * Develop and implement new support processes and tooling * Mentor and grow a small team of support professionals * Contribute to the growth and success of our company **Work Environment** Our company culture is built on accountability, an ownership mindset, and a data-driven approach. We're a collaborative team that values open communication, transparency, and feedback. Our work environment is fast-paced, entrepreneurial, and dynamic, with opportunities for growth and advancement. **Compensation** We offer a competitive salary range of $80K–$90K, plus a remote work budget and opportunities for leadership advancement. **How to Apply** If you're a motivated and experienced Customer Support Operations Lead looking for a new challenge, please apply to this role. We can't wait to hear from you! Join Our Team At arenaflex, we're passionate about revolutionizing the Event Planning SaaS Industry and empowering event professionals across the globe. If you share our vision and values, we'd love to have you join our team. Why arenaflex? * Fast-growing, $3M seed-funded B2B SaaS startup * Transforming the way event planners source and book venues * Growing customer base of 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt * Collaborative team that values accountability, an ownership mindset, and a data-driven approach * Opportunities for growth and advancement in a fast-paced, entrepreneurial environment What We Offer * Competitive salary range of $80K–$90K * Remote work budget and opportunities for leadership advancement * Health coverage: 100% employee and 50% dependent coverage for vision, health, and dental * Maternity leave: support for growing families * Future 401K plan: coming soon! * Quarterly meetups: connect and collaborate in person with the team How to Apply If you're a motivated and experienced Customer Support Operations Lead looking for a new challenge, please apply to this role. We can't wait to hear from you! Apply now and join our team of passionate and dedicated professionals who are revolutionizing the Event Planning SaaS Industry. Click the "Apply Now" button below to submit your application. Attach your resume and a cover letter explaining why you're the perfect fit for this role. We'll review your application and get back to you within 24 hours. Don't miss out on this opportunity to join a fast-growing, innovative company that's changing the face of the Event Planning SaaS Industry. Apply now and take the first step towards a rewarding and challenging career. What's Next? After applying, you'll receive an email with next steps and a link to our interview process. We'll be in touch within 24 hours to discuss your application and answer any questions you may have. Thank you for considering arenaflex as your next career move. We look forward to hearing from you! Apply for this job