Experienced Senior Customer Support Manager – Leading Customer Experience Transformation for B2C and B2B Clients in a Fast-Paced E-commerce Environment

Introduction to arenaflex Imagine a world where commerce is built for passion, where fans and retailers come together to create unforgettable experiences. At arenaflex, we're making this vision a reality by developing the world's first and fairest launch platform for both fans and retailers. Our mission is to provide hype-scale infrastructure, bot and scammer detection, and robust checkout management, ensuring that sites don't crash, scammers are squeezed out, and real fans win. We're a place where people can thrive, bring their whole selves to work, and solve some really cool challenges. If you're passionate about e-commerce, customer experience, and innovation, we'd love to have you on board. About the Role We're looking for a Senior Customer Support Manager to take the reins in a transformation to meet the evolving needs of B2C customers in our fan universe. This role focuses on addressing complex queries while enhancing self-service options through knowledge bases and automation. As a Senior Customer Support Manager at arenaflex, you'll be responsible for owning, developing, and evolving the Customer Support function to meet the evolving needs of our growing customer base. You'll scale yourself to become an expert in dealing with complex customer queries, build and provide materials and resources for customers to self-serve more basic requests, and use software and tooling to create efficiencies and processes to deal with an increasing volume of customer support requests. Key Responsibilities Own, develop, and evolve the Customer Support function to meet the evolving needs of our growing customer base Scale yourself to become an expert in dealing with complex customer queries, whilst building and providing materials and resources for customers to self-serve more basic requests using knowledge bases, workflows, and automation Use software and tooling to create efficiencies and processes to deal with an increasing volume of customer support requests in an efficient manner Work with B2C and B2B customers to handle support requests across two core product types Establish 'what good looks like' for Customer Support and build reporting to serve updates to the organization on the state of Customer Support periodically Work with teams to establish and refine escalation pathways so that more complex issues in both B2B and B2C groups are served in the correct way Work cross-functionally with team members across the business for various means Ensure customers in both B2C and B2B are handled in a way that represents the arenaflex brand Who We Look For We focus on hiring values-aligned people because we believe the right person can learn everything to be successful in their role. We know that self-belief plays a big part in what you apply for, so we encourage everyone to apply even if they feel nervous about doing so. We don't require degrees for any roles, and we won't pass judgment on career gaps or changes. If you have a passion for customer experience, a knack for problem-solving, and excellent communication skills, we'd love to hear from you. Essential Qualifications 5+ years working in Customer Support or related roles, ideally in fast-paced start-up or SaaS-based environments Experience (and/or interest) in how software products are developed, iterated, and how features impact the way Customer Support is handled for groups of customers Expertise in using various industry-standard tools and CRM such as Hubspot, Zendesk, etc. Experience using software and tooling to create automations, workflows, and high-quality knowledge bases for customers to self-serve the most common requests Proficiency in building and understanding reports, datasets, and dashboards that help to visualize the performance of the Customer Support function, and identify trends and further pain points to address Experience building Customer Support processes and using tooling like Notion to create internal staff resources Exceptional relationship-building, verbal, and written communication skills, with a proven ability to work with various stakeholders cross-functionally Preferred Qualifications Experience working in e-commerce or a related field Knowledge of customer experience best practices and trends Familiarity with agile development methodologies and version control systems Experience with data analysis and reporting tools Certification in customer support or a related field (e.g., Zendesk, Hubspot) What We Offer At arenaflex, we believe in fairness, not just for our fans and retailers, but also for our team members. We offer a competitive compensation package, including: Equity in arenaflex, so you can share in our success A salary range of $70-90,000 USD, depending on experience A flexible work environment that supports your well-being and productivity Generous time off, above and beyond what's required, so you can rest and recharge A collaborative workspace that welcomes the whole team, including furry friends Career Growth Opportunities At arenaflex, we're committed to helping our team members grow and develop in their careers. As a Senior Customer Support Manager, you'll have opportunities to: Develop your leadership skills and mentor junior team members Take on new challenges and responsibilities as our company grows Collaborate with cross-functional teams to drive business outcomes Stay up-to-date with the latest industry trends and best practices Work Environment and Company Culture At arenaflex, we're building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees, and we're committed to encouraging and celebrating diverse voices. Our company culture is built on values of fairness, transparency, and collaboration. We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, gender, sexual orientation, age, disability status, marital status, caring responsibilities, pregnancy status, religion, political opinion, national or social origin. Conclusion If you're passionate about customer experience, innovation, and e-commerce, we'd love to hear from you. As a Senior Customer Support Manager at arenaflex, you'll have the opportunity to make a real impact on our customers' lives and help shape the future of commerce. Don't miss out on this exciting opportunity to join our team and be part of something special. Apply now to take the first step towards an exciting and rewarding career at arenaflex. 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