Experienced Customer Support Team Leader – Digital Healthcare and Wellbeing
At arenaflex, our mission is to elevate the world's wellbeing by delivering innovative digital healthcare solutions. As a global digital healthcare provider, we're committed to empowering individuals and organizations to achieve their best possible health outcomes. With a team of passionate professionals on four continents, customers in 17 time zones, and millions of end-users in 187 countries, we're shaping the future of healthcare. We're now seeking an experienced and technically capable Customer Support Team Leader to lead our new chapter in customer support excellence. As a key member of our team, you'll work directly with our Head of Engineering to build, shape, and inspire a high-performing support team. You'll ensure we deliver world-class service by combining human expertise with cutting-edge AI tools to support our product offerings.
About the Role:
As our Customer Support Team Leader, you'll be responsible for leading the end-to-end support operations, including ticket management, escalation handling, and customer experience improvements. You'll act as the go-to escalation point for complex and sensitive issues, implementing and optimizing AI-powered tools to automate and streamline workflows while ensuring a human touch where needed.
Key Responsibilities:
* Own the end-to-end support operations, including ticket management, escalation handling, and customer experience improvements.
- Act as the go-to escalation point for complex and sensitive issues.
- Implement and optimize AI-powered tools (like Ada and Help Scout) to automate and streamline workflows, while ensuring a human touch where needed.
- Maintain and expand our knowledge base, working closely with other teams to keep it accurate and helpful.
- Collaborate with Product, Engineering, and Compliance teams to close the feedback loop and ensure customer insights inform product priorities.
- Foster a positive, collaborative team culture with regular check-ins and coaching.
- Lead the recruitment and onboarding of Customer Support team members.
- Establish clear performance metrics and pathways for career development.
Who We're Looking For:
* Proven experience leading or managing customer support teams, ideally in a tech, healthcare, or SaaS environment.
- Strong technical acumen: you understand modern support platforms and how to leverage AI in customer service.
- Excellent written and spoken English and Polish (C1+ level).
- Empathetic and decisive leader who knows how to keep a team motivated and aligned.
- Comfortable working in a remote-first, fast-paced environment.
- Data-driven mindset: you know how to track performance and identify opportunities for improvement.
Nice to Have:
* Experience supporting healthcare software or working with sensitive data (GDPR, HIPAA).
- Familiarity with Help Scout, Ada, or similar tools.
- Understanding of affiliate programs or working in multi-tenant SaaS environments.
Why Join Us?
You'll have a chance to build something from the ground up: a modern support team, fully integrated with our engineering-driven culture. You'll work in a company that values innovation and continuous improvement – and you'll be empowered to make a real impact.
What We Offer:
* Experienced team with high engineering standards
- Proper work-life balance
- Remote-first team with flexible working hours
- Async work with as few meetings through the week as possible
- Small, enabled team with no unnecessary corporate overhead
- 20 days of paid PTO
- Team retreats 1-2 times a year
How to Apply:
Interested candidates should submit their CV. arenaflex is an equal opportunity employer and values diversity. Employment decisions are made based on qualifications, merit, and business need.
About arenaflex:
arenaflex is a global digital healthcare provider dedicated to elevating the world's wellbeing. With a team of passionate professionals on four continents, customers in 17 time zones, and millions of end-users in 187 countries, we're shaping the future of healthcare. Our mission is to empower individuals and organizations to achieve their best possible health outcomes through innovative digital healthcare solutions. Apply for this job