Experienced Customer Support Manager – Leading Arenaflex's Support Center

Are you a detail-oriented leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join Arenaflex, a dynamic organization that's revolutionizing the leave and accommodations experience with user-friendly technology. As an Experienced Customer Support Manager, you'll lead our Support Center team, providing operational support services and leadership functions that drive customer satisfaction and business growth.

About Arenaflex

Arenaflex is a trailblazing company that empowers employers to bring humanity, certainty, and efficiency to the leave and accommodations experience. Our innovative solutions are made by HR professionals for HR professionals, and we're proud of our commitment to making a difference in the lives of our customers and employees. At Arenaflex, we value creative, innovative people who are passionate about their work and believe there's always a better way.

Our Core Values

We're driven by a set of core values that guide our actions and decisions:

• Make a Difference: We're inspired to make an impact through our hard work, talent, and passion.
• Team First: We're driven by team spirit, not self-interest. We value collaboration and approach our work with humility and a desire to win together.
• Own it: If we say it, we mean it. We follow through on our commitments, step up to deliver, and grow from our successes and failures.
• Everyone Matters: No matter your background or experience, everyone's voice holds value here.

Key Responsibilities

As an Experienced Customer Support Manager, you'll be responsible for:

• Leading a team of Production Support Specialists: Provide mentorship, goal setting, and guidance to ensure the success of your team.
• Responding to urgent and escalated client questions and issues: Use your critical thinking and problem-solving skills to resolve complex issues and provide timely updates to customers and internal partners.
• Leading major incident response: Communicate effectively with customers and internal partners to provide regular updates and coordinate development, testing, and analysis of root cause.
• Developing and reinforcing best practices: Leverage quality scoring to establish goals and opportunities for team members, and complete post-mortem retrospectives and root cause analysis.
• Performing production support hand-off presentations and support tool training: Share your expertise with team members and ensure a smooth transition of knowledge and responsibilities.
• Identifying gaps in procedures and creating or updating documentation: Develop and maintain comprehensive documentation to train team members on standard procedures.
• Documenting requirements and user stories for production issues and feature requests: Collaborate with cross-functional teams to ensure accurate and timely documentation.

What You'll Need to Succeed

To excel in this role, you'll need:

• Bachelor's degree: A degree in a relevant field, such as business, communications, or computer science.
• Incident Management: Experience in managing incidents, including critical thinking and problem-solving skills.
• Strong written and verbal communication skills: Ability to communicate effectively with customers, internal partners, and team members.
• Multitasking and organization skills: Proven ability to prioritize tasks, manage multiple projects, and maintain a high level of organization.
• Proven proficiency in troubleshooting and setting priorities: Experience in resolving complex issues and prioritizing tasks effectively.
• Experience with Microsoft Office Suite: Familiarity with Microsoft Office applications, including Word, Excel, and PowerPoint.

Nice to Have

While not required, the following skills and experiences would be beneficial:

• Process improvement knowledge: Experience with process improvement methodologies, such as ITIL Foundations in Service Management or CMMI.
• Experience with customer support teams and processes: Familiarity with customer support teams and processes, including issue ticketing systems.
• Knowledge of FMLA, Disability, and/or ADA: Understanding of relevant laws and regulations related to leave and accommodations.
• An understanding of Software Development Life Cycle: Familiarity with the software development life cycle, including Agile and Waterfall methodologies.
• Experience with issue ticketing systems: Familiarity with issue ticketing systems, such as Jira and Salesforce.

What to Know Before You Apply

Before applying, please note:

• Location: We're located in beautiful Golden, Colorado.
• Job type: This is a full-time, salaried position with bonus opportunities.
• Perks and benefits: We offer a wide variety of perks and benefits, including full medical, dental, vision, 401K, and life insurance. We also support your professional growth through industry training and certifications.
• Salary range: The salary range for this position is $75k - $90k.

If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Join Arenaflex and be part of a dynamic team that's making a difference in the lives of our customers and employees. Apply for this job