Director of Customer Support – AI-Driven Test Automation Expert

At arenaflex, we're revolutionizing software testing through our cutting-edge Agentic Automation Platform, empowering enterprises to accelerate software delivery, boost test coverage, and minimize maintenance efforts. As we continue to scale, we're seeking a visionary Director of Customer Support who's deeply technical, customer-focused, and hands-on. This exceptional leader will spearhead our global support team, ensuring an unparalleled customer experience for enterprise clients leveraging arenaflex's AI-driven test automation platform.

About arenaflex

arenaflex is a late-stage Series A startup that's redefining the software testing landscape. Our innovative technology enables organizations to accelerate software delivery, increase test coverage, and reduce maintenance efforts. With a strong focus on AI-driven automation, we're committed to delivering exceptional value to our customers. As a key member of our team, you'll have the opportunity to shape the future of test automation support in an AI-driven company.

Role Overview

As the Director of Customer Support, you'll lead our global support team, ensuring exceptional customer experience for enterprise clients leveraging arenaflex's AI-driven test automation platform. This role demands technical expertise, deep knowledge of test automation, and a hands-on approach to solving customer challenges. You'll be responsible for defining support strategy, processes, and tools while fostering a culture of customer advocacy, operational excellence, and continuous improvement.

Key Responsibilities

### Leadership & Strategy

• Build, scale, and lead the global Customer Support organization, ensuring efficient operations and high customer satisfaction.
• Develop and implement support frameworks, processes, and best practices for scalable, high-quality customer interactions.
• Define and track KPIs, SLAs, and CSAT/NPS metrics, ensuring continuous improvement.
• Establish a customer-first culture, focusing on proactive support and reducing escalations.
• Drive the evolution of self-service resources, documentation, and knowledge base articles.

### Technical Expertise & Hands-on Problem Solving

• Provide hands-on technical leadership for troubleshooting complex customer issues, particularly around test automation, CI/CD pipelines, and integrations.
• Serve as an escalation point for critical customer issues, working directly with engineering and product teams to resolve problems.
• Ensure the team is equipped to diagnose, replicate, and resolve issues related to test automation frameworks, cloud infrastructure, and enterprise application integrations.
• Develop and maintain runbooks, root cause analysis processes, and post-mortem reviews for major incidents.

### Customer & Stakeholder Engagement

• Act as a trusted advisor to enterprise customers, helping them optimize their arenaflex implementations
• Work closely with Customer Success, Sales, and Engineering teams to drive customer adoption, retention, and satisfaction.
• Own the incident management and communication process, ensuring transparency and timely updates for customers.
• Advocate for customers internally, influencing product roadmap based on real-world support insights.

### Team Development & Enablement

• Recruit, mentor, and retain top-tier support engineers with strong backgrounds in test automation and enterprise software.
• Define training programs to continuously upskill the support team in arenaflex's platform, debugging techniques, and automation best practices.
• Foster a culture of collaboration, innovation, and technical excellence.

Requirements & Qualifications

### Must-Have Skills & Experience

• Prior start-up experience in building and managing high-performance Support teams
• 10+ years of experience in Customer Support or Technical Support leadership roles, with at least 5 years in a senior leadership capacity.
• Strong background in test automation, with hands-on experience in tools like arenaflex, Selenium, Cypress, Playwright, or similar.
• Technical expertise in debugging automation frameworks, API testing, CI/CD integrations, and enterprise testing strategies.
• Prior experience supporting enterprise customers in a SaaS or cloud-based software environment.
• Deep understanding of AI-driven automation, software development lifecycle (SDLC), and DevOps principles.
• Strong leadership and team-building skills, with a proven ability to scale support organizations globally.
• Excellent communication and stakeholder management skills, with experience interacting with C-level executives and enterprise clients.
• Experience with support tooling, including Zendesk, Jira, Confluence, and monitoring/logging solutions.
• Demonstrated ability to drive continuous improvement and implement automation in support processes.

### Preferred Qualifications

• Experience in AI-powered test automation or similar intelligent testing solutions.
• Technical degree (CS, Engineering, or related field) or equivalent experience.
• Experience working with global teams across multiple time zones.

What We Offer

* Competitive salary and performance-based bonus.

• Opportunity to shape the future of test automation support in an AI-driven company.
• Flexible, remote-friendly work environment.
• Growth opportunities in a rapidly scaling company.
• Collaborative and innovative culture.

If you're a seasoned leader with a passion for test automation and customer support, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a revolution that's changing the software testing landscape. Apply for this job