Experienced Customer Support Manager – Scaling Customer Experience for a Growing E-commerce Platform

Join our dynamic team at arenaflex, a leading e-commerce and mobile platform that's transforming the way veterinarians buy the supplies they need to keep America's pets healthy. arenaflex's innovative platform enables veterinary practices to compare and buy from all their vendors in one place, making it easier for them to focus on what matters most – providing exceptional care to their furry patients. As a Customer Support Manager at arenaflex, you'll play a pivotal role in shaping the customer experience for our growing community of thousands of passionate veterinary professionals. You'll lead a team of offshore contract support associates in delivering exceptional support through various channels, including live chats, phone calls, emails, and more. Your expertise will help us scale our customer support operations, ensuring that our users have an incredible first impression during onboarding and a delightful day-to-day experience moving forward.

About arenaflex

arenaflex is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're on a mission to modernize the $50B+ animal health industry by providing a seamless and efficient experience for veterinary organizations. Our community of over 17,000 veterinary hospitals employs tens of thousands of veterinarians, delivering care to millions of animals every year across all 50 states.

Key Responsibilities

As a Customer Support Manager at arenaflex, you'll be responsible for:

• Acting as the "Voice of CX", raising key needs during planning and partnering with Leadership to understand business processes, pain points, and goals
• Managing a team of offshore contract support associates, providing training, onboarding, and measuring performance
• Interviewing and helping scale the contract support team
• Maintaining and promoting company best practices and standards for support
• Working cross-functionally to provide engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
• Collaborating with vendor and industry partners to streamline communication and alerts between systems
• Helping to continuously develop and expand processes to streamline CX workflows

Requirements

To succeed in this role, you'll need:

• 3+ years of experience in customer experience, with a focus on customer support and operations
• 1+ years of experience managing offshore teams, with a proven track record of success
• 1+ years of experience in a management role, with a strong understanding of team dynamics and leadership
• Knowledge of intercom or similar ticketing systems, with experience in multichannel support operations (chat, email, phone)
• Excellent written and verbal communication skills, with the ability to adapt quickly and manage many concurrent responsibilities
• Patience and compassion when handling difficult situations, with a strong desire to learn and help our customers succeed
• A positive attitude and one-for-all team mentality, with excellent collaboration skills and a willingness to learn and grow

Benefits

As a full-time employee at arenaflex, you'll enjoy:

• 100% remote work within the USA, with a flexible and autonomous work environment
• Medical, Dental, and Vision Insurance, with automatic 401k contribution
• Employee referral program, with opportunities for professional growth and development
• At-home office setup, with bi-annual company retreats and open vacation policy
• Equity and monthly team events, with a comprehensive benefits package

Compensation

The typical base pay range for this role across the U.S. is $70,000/year - $130,000/year + bonus + equity + benefits. However, this range may vary based on skills, qualifications, and experience. For Colorado, the salary range is $85,000 - $115,000 + bonus + equity + benefits.

How to Apply

If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join our dynamic team at arenaflex, please submit your application through our Careers Page. The application deadline is March 3rd, 2025.

Important Note

Please be aware that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants. To protect yourself, please only apply through our official careers page, LinkedIn, BuiltIn, and Indeed. Be cautious of other sources claiming to represent us or any organization that you're interested in. Stay scam-smart and protect yourself!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs. Apply Job! Apply for this job