Director, Global Customer Support – Web & Cloud Application Development at arenaflex

Join arenaflex, a leading innovator in the SaaS industry, as we seek an exceptional Director, Global Customer Support to lead our customer-facing teams in delivering world-class support experiences. As a seasoned leader, you will be responsible for driving strategic initiatives, mentoring high-performing teams, and collaborating with cross-functional teams to enhance product performance and customer satisfaction.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that empowers its employees to drive innovation and excellence in everything they do. With a strong focus on customer satisfaction, arenaflex has established itself as a leader in the SaaS industry, providing cutting-edge solutions to businesses worldwide. Our commitment to excellence, teamwork, and continuous learning creates a unique and rewarding work environment that fosters growth and development.

Responsibilities

As the Director, Global Customer Support, you will be responsible for leading and mentoring a team of front-line managers and technical engineers to deliver world-class support experiences. Your key responsibilities will include:

• Lead and mentor high-performing teams: Foster a culture of excellence, innovation, and continuous learning within your team, ensuring that all team members have the skills and knowledge required to deliver exceptional support experiences.
• Drive strategic initiatives: Develop and implement strategic plans to improve customer satisfaction, reduce support costs, and enhance product performance.
• Collaborate with cross-functional teams: Work closely with internal teams, including product development, sales, and marketing, to identify and address product issues, contribute to product enhancements, and drive innovation.
• Ensure SLA compliance: Oversee the implementation of operational policies and procedures to ensure that all service level agreements (SLAs) are met or exceeded.
• Engage with executive management: Negotiate and resolve complex issues with executive management, both internally and externally, to ensure that customer needs are met and exceeded.
• Develop and implement training programs: Design and deliver training programs to enhance the skills and knowledge of your team members, ensuring that they have the expertise required to deliver exceptional support experiences.

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• Proven experience in managing high-volume support teams: You should have a strong track record of leading and managing high-volume support teams, preferably within the SaaS or hospitality industry.
• Strong leadership and development skills: You should have a proven ability to lead and develop managers and technical teams, with a strong focus on mentoring and coaching.
• Demonstrated ability to handle large, strategic accounts: You should have a strong track record of handling large, strategic accounts and meeting SLA targets consistently.
• Experience working cross-functionally: You should have experience working cross-functionally to enhance product performance and address customer needs.
• Excellent communication and negotiation skills: You should have excellent negotiation, interpersonal, written, and oral communication skills, with the ability to engage with executive management and customers at all levels.

Nice-to-haves

While not essential, the following qualifications and skills would be highly desirable:

• Experience in the hospitality software or SaaS industry: You should have experience working in the hospitality software or SaaS industry, with a strong understanding of the challenges and opportunities in this space.
• Director-level support experience: You should have experience leading and developing managers and teams in a Director-level support role, ideally with 8-10+ years of experience.
• Experience managing support teams for large, strategic customers: You should have experience managing support teams that handle large, strategic customers, with a strong focus on meeting SLA targets and delivering exceptional support experiences.
• Collaboration with HR and Operations: You should have experience collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations.
• Coaching and mentoring skills: You should have excellent coaching abilities, with experience mentoring early-career professionals considered a plus.

Benefits

arenaflex offers a comprehensive benefits package, including:

• Hybrid Work Environment: Balance between remote work and weekly on-site presence in Austin, TX or Orlando, FL.
• Competitive Compensation: Comprehensive benefits and competitive salary package.

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! [Apply to this job](https://www.tealhq.com/job/director-global-customer-support-austin-tx-or-orlando-fl_87d0a9ed-77f2-429b-a22a-227ade9d0b39?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic) Apply for this job