Experienced Full Stack Vice President, Customer Support – US Remote

Join arenaflex, a leading North American healthcare technology platform, as we continue to revolutionize the way healthcare providers and plans deliver frictionless care. At arenaflex, we're on a mission to create a world where providers and plans can confidently deliver high-quality care. For over 20 years, we've been dedicated to realizing this vision, and our growth has been exponential. With over 2,200 employees working tirelessly to impact millions across North America, we're recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures.

About arenaflex

arenaflex is a dynamic and vibrant company that empowers our employees to advance their careers while engaging in meaningful work alongside incredible colleagues. Our culture is built on a foundation of trust, respect, and open communication, where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

About the Team

Reporting to the Senior Vice President, Customer Care, the Vice President, Customer Support will lead the strategic direction and execution of Customer Support at arenaflex. The VP will have direct reports at the Director/Manager level, who will be responsible for managing customer programs, new processes, and best practices for customers through a variety of support channels. This VP is responsible for leading a team that will manage all aspects of the support organization, working cross-functionally with Product, Operations, Marketing, and Services on customer experience.

About the Role

The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses the ever-changing needs of our customer base across both technical and functional questions. The VP of Support will be expected to have experience transforming a support organization around new technologies, new processes, driving higher Customer Satisfaction at every interaction. The VP of Support will need to be a leader of leaders and able to motivate the best out of individuals and teams alike.

Key Responsibilities

* Lead the vision for Customer Support Management at arenaflex, ensuring current programs and strategy will scale with growth.

• Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services.
• Display leadership skills to inspire and motivate staff to provide world-class experience at all times.
• Work cross-functionally to promote customer service in adjacent departments that impact Customer Support such as Sales, and Customer Success.
• Develop and track Customer Support KPIs, and use data to influence and drive visible results.
• Drive utilization and optimization of technology and execute on sound business plans for investment in technology.
• Establish operational infrastructure to lead initiatives to ensure high CSAT and goals.
• Play a critical role in developing a geographically remote support team.

Your Key Strengths

* 10+ years leading B2B/B2C support organizations with 100+ support analysts.

• Experience in fast-paced, rapidly growing, and changing SaaS-based organizations.
• Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms.
• Background in overseeing training programs for development of IC and managers.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers.
• Proven track record of driving operational improvements and end-to-end customer experience.
• Experience directly hiring and managing a geographically distributed team.
• Proven track record of managing SLAs and customer-centric metrics.
• Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility.

Optional: Bonus Skills

* Understanding of the Healthcare sector.

• Worked in Organizations $500M+ in revenue.
• Led implementation of AI-driven tools and processes.

Compensation and Benefits

At arenaflex, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $220,000 - $245,000 + bonus or commission + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

arenaflex Benefits & Perks

Benefits starting from Day 1!

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!

Equal Employment Opportunity

It is the policy of arenaflex to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. arenaflex welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

Data Protection

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how arenaflex uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact arenaflex's human resources team: [email protected]

Information Security

arenaflex is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

Ready to Apply?

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application. Apply To This Job Apply for this job