**Experienced Customer Support Operations Lead – Scaling Support Excellence at arenaflex**

At arenaflex, we're on a mission to revolutionize the way we work and live. As a values-driven organization, we're committed to building a culture that empowers our team members to grow, learn, and thrive. We're seeking a strategic and systems-oriented Customer Support Operations Lead (CSOL) to join our team and help us scale our support operations to meet the needs of our growing customer base. **About arenaflex** arenaflex is a company where people can grow their careers and work with like-minded individuals who share our passion for innovation and excellence. We're a flexible, supportive culture that values collaboration, creativity, and continuous improvement. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities! **The Role** As a Customer Support Operations Lead at arenaflex, you'll play a critical role in reducing friction, improving escalation outcomes, and enabling faster, more consistent support delivery as we grow. In your first 3-6 months, you'll improve support efficiency through better workflows and SLA adherence, drive measurable improvements in CSAT and escalation quality, and enhance tooling, automate processes, and introduce structured cross-functional reporting that informs Product and Success strategy. **Key Responsibilities** * **BPO Management & Enablement**: Lead the operationalization of our BPO support partner within 12 weeks. Deliver clear SOPs, QA standards, tooling access, and structured training programs. Drive early performance improvements such as higher first contact resolution (FCR), reduced DSAT, and improved tone/process adherence. * **Escalation Strategy & Quality Improvement**: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues. Reduce preventable escalations by empowering agents with better SOPs, tooling, and clarity. Improve cross-functional visibility and create actionable insights from high-priority cases. * **Tooling Optimization**: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight. Identify opportunities to automate repetitive tasks and improve agent experience. Build and maintain dashboards that surface real-time KPIs across internal and outsourced teams. * **Support Efficiency & SLA Adherence**: Streamline support processes and improve routing logic to reduce response and resolution times toward a <48-hour target. Prioritize scalable solutions that remove friction without sacrificing quality. * **Reporting & Cross-Functional Feedback Loops**: Establish structured reporting and feedback systems that uncover root causes and highlight trends. Translate support insights into actionable feedback for Product, Engineering, and Success to improve the customer journey. * **Documentation & Enablement**: Own internal knowledge management: maintain SOPs, QA checklists, onboarding guides, and enablement resources for L1 and L2 agents to ensure consistency, clarity, and quality across the support experience. **Required Qualifications** * 3-5+ years in Support Operations, Customer Experience, or related SaaS roles * Proven success onboarding and scaling BPO support teams with structured training and performance management * Deep experience administering Zendesk (certification a plus); strong knowledge of Jira, Gainsight, Slack workflows * Proficient in building dashboards and tracking KPIs using Zendesk Explore, Looker, or similar tools * Demonstrated ability to improve operational performance across CSAT, resolution time, and escalation management * Strong communication and project management skills; excels in cross-functional execution * Strategic thinker with a passion for systems, scale, and continuous improvement **Keys to Optimum Happiness at arenaflex** * Thrives in ambiguity and proactively builds clarity * Focuses on long-term impact over quick wins * Enables others through systems, not mandates * Leverages technology and AI to empower people and simplify complexity * Embraces the challenges and rewards of growing in a scaleup environment **Additional Information** * **About arenaflex**: Founded in 2011, arenaflex builds mobile and cloud solutions to enable real-time property data. Our flagship product suite 'arenaflex Property’ has more than 5 million units on its platform. * **Our arenaflex Culture**: arenaflex strives to build better communities. So naturally, we are dedicated to making our own community an enjoyable place that allows us to do our best work. We're devoted to building an inclusive, supportive culture that empowers each arenaflex'er to succeed and grow. * **We Offer**: + Work from anywhere supported by a flexible company culture + Opportunity to work for one of the fastest growing technology companies in the PropTech industry + Unlimited vacation time + Generous paid parental leave + Competitive and equitable pay, including stock options + Monthly stipends to support Wellness and Home Office expenses **Join the arenaflex Team** If you're a strategic and systems-oriented leader who is passionate about scaling support excellence, we want to hear from you! Apply now to become a part of our dynamic team and help us build a better future for our customers and communities. Apply for this job