Experienced Customer Support Manager – EMEA Operations

At arenaflex, we're passionate about empowering creators to own their destiny by making first-party data accessible and actionable like never before. As a Customer Support Manager in our EMEA operations, you'll play a pivotal role in delivering exceptional customer experiences that drive loyalty and growth. Join our dynamic team and be part of a mission that's redefining the customer support landscape.

About arenaflex

arenaflex is a leading provider of innovative solutions that help businesses thrive in the digital age. Our cutting-edge technology and expertise enable creators to build meaningful connections with their customers, driving engagement and revenue growth. With a strong commitment to customer satisfaction, we're dedicated to delivering exceptional support experiences that exceed expectations.

The Role

As a Customer Support Manager in our EMEA operations, you'll be responsible for leading a team of Product Experts who provide top-notch support to our customers. Your primary focus will be on developing and implementing strategies that drive customer satisfaction, loyalty, and retention. You'll work closely with cross-functional teams to ensure seamless communication and collaboration, and be accountable for achieving key performance indicators (KPIs) that measure customer satisfaction and support quality.

Key Responsibilities:

* Develop and maintain in-depth knowledge of the arenaflex product to provide expert support to customers

• Coach and mentor a team of Product Experts to deliver exceptional customer experiences
• Identify and address training gaps to ensure team members are equipped to handle complex customer inquiries
• Directly resolve escalated customer complaints by providing support and guidance on non-technical questions
• Drive effective communication with customers and internal stakeholders to ensure seamless issue resolution
• Create, iterate, and document support processes, policies, and standards to ensure consistency and quality
• Provide actionable feedback to Product Experts by reviewing tickets and chats
• Set clear goals and drive ongoing improvements to team operations and product utilization
• Help shape and maintain a team identity and culture based on arenaflex's values

Who You Are:

* 3+ years of experience leading teams of 8+ in a fast-paced and metrics-based environment

• Proven track record of developing talent and building a culture of growth, collaboration, and continuous improvement
• Adaptable and resilient, with experience leading teams through change
• Data-driven and analytical, using insights to set goals, measure performance, and balance high standards with empathy and support
• Experience supporting a global customer base, with cultural awareness and the ability to adapt communication and support styles across diverse EMEA markets
• Skilled and thoughtful communicator across written and verbal channels
• Comfortable under pressure, able to manage competing priorities while keeping teams focused
• Proven ability to work cross-functionally with other teams and stakeholders regionally and globally
• Motivated by solving complex problems for customers and internal teams
• Full authorization to live and work in Ireland without any restrictions

Bonus Items:

* Experience in SaaS/MarTech environments

• Familiarity with APIs/integrations, networking (DNS, IPs), email marketing, and e-commerce platforms
• Proficiency (or ability to quickly learn) tools such as G-Suite, Zendesk, Tableau, and Salesforce
• Fluency in another European language

What We Offer:

* Competitive salary range: €68,000 - €102,000 EUR

• Comprehensive benefits package, including health, welfare, and wellbeing benefits
• Opportunity to work with a leading provider of innovative solutions
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible working arrangements, including hybrid work options
• Recognition and rewards for outstanding performance

How to Apply:

If you're a motivated and experienced customer support leader looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Important Notice:

arenaflex takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-arenaflex email addresses, instant messaging platforms, or unsolicited calls. By clicking "Submit Application" you consent to arenaflex processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for arenaflex to process your Personal Data, please do not submit an application. Apply for this job