Experienced Customer Operations Lead – Scaling Support Engine for arenaflex
At arenaflex, we're revolutionizing the way work gets done by harnessing the power of AI and operations. As a fast-growing AI startup, we're building a system that lets a single human manage 100x more work, done by both AI and people. We're looking for a highly skilled and motivated Customer Operations Lead to join our team and help scale and improve our support engine.
About arenaflex
arenaflex operates under two assumptions about the future of work: AI will do 100x more work over the next decade, and humans will always be needed for oversight, strategy, and the toughest decisions. To manage this future, we're building a system that lets a single human manage 100x more work, done by both AI and people. Our automated project management software, Motion, predicts what will get done early or late, automatically coordinates the right person to do the highest impact task at the right time, and ensures no steps are missed. We've spent the past 5 years building the best automated project management software, and we're now scaling our support engine to meet the demands of our growing user base. Our support team is the face of arenaflex, and we're looking for someone who can own the systems that make support run, from macros and workflows to QA reviews and onboarding.
About the Hiring Manager
I'm Bishop, the leader of Customer Experience at arenaflex. My background's in FP&A, but I realized early on I didn't just want to report on work – I wanted to shape how it gets done. That's what brought me to arenaflex, and it's what's kept me here: we're building fast, solving real problems, and pushing the boundaries of how AI and operations come together. Since joining, I've built our support and success functions from scratch – hiring and training ~30 folks across CS, Support, and QA. Now we're in phase two: scaling what works, automating what doesn't, and getting way sharper on quality. This role is a key part of that.
The Role
We're hiring a Customer Operations Lead to help scale and improve our support engine. You'll handle day-to-day execution (coverage, ticket routing, team performance), and also own the systems that make support run: macros, workflows, QA reviews, onboarding, training, and more. You don't need a CX background – biz ops generalists or new grads with strong systems thinking are welcome. This is a great fit if you're high-agency, love fixing broken things, and want to run a core function at a fast-moving startup. The best people in this role will quickly grow into management or broader CX leadership.
Responsibilities
* Run the daily operations of the support team
- Manage, train, develop, and coach customer support representatives (CSRs) to deliver high-quality, efficient support at scale
- Manage workload balancing, shift coverage, and on-call rotations
- Track KPIs, flag issues, and drive performance improvements
- Build and maintain SOPs, macros, and internal tools to boost consistency and speed
- Help lead weekly QA and feedback loops with support reps
- Analyze performance trends and propose process or tooling fixes
- Own the upkeep of the internal knowledge base and training resources
- Design and maintain dashboards to monitor support performance in real time
- Audit workflows regularly to eliminate bottlenecks and reduce manual work
- Coordinate with engineering and product to resolve high-priority bugs and edge cases
- Triage escalations and communicate cross-functionally to ensure timely resolutions
- Improve how we use AI in support – including LLM agent workflows and QA tooling
- Help manage vendor tools (e.g. Intercom, Front, Zendesk) and optimize usage and cost
- Partner with recruiting and CX leadership to forecast team growth and capacity
- Assist with onboarding and ongoing training of new support hires
What We’re Looking For
* Strong systems thinking and ops instincts
- Extremely organized with great attention to detail
- Can own ambiguous problems and drive them to done
- Sharp communicator – clear in writing, fast on Slack
- Fast learner and very comfortable with new tools
- Strong managerial instincts: can coach, teach, and unblock others quickly
- Bonus: background in support, biz ops, consulting, or process-heavy roles
- Bonus: experience with Zendesk, Intercom, Notion, Retool, Jira
- Bonus: SQL and Sheets fluency (not required)
- No ego. High ownership. Ready to do what it takes
Why This Role?
* You'll be trusted with real ownership from day one
- You'll get exposure to AI systems, ops workflows, and fast decision cycles
- You'll help build the internal systems that power a scaling startup
- You'll work closely with product, eng, and exec teams
What We Offer
* Competitive salary ($70k-$125k base salary, plus equity compensation)
- Opportunity to work with top talent and learn fast
- Help redefine how work gets done
- Flexible work environment (North America, Remote)
- Comprehensive benefits package
- Professional development opportunities
How to Apply
If you're a motivated and experienced Customer Operations Lead looking for a new challenge, please submit your application through the link below. Apply to this Job
Equal Employment Opportunity
arenaflex is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings.
Helpful Links
* How arenaflex Operates: https://published.usemotion.com/docs/eb22a420-cfbe-40e3-ab3b-179c82252a23/how_motion_operates
- arenaflex Company Culture: https://published.usemotion.com/docs/807662f8-0868-4bd7-b32e-b79f8d36fd6d/motion_company_culture
- arenaflex Website: https://www.usemotion.com
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