Experienced Customer Support Lead – Shape the Future of Insurance and Retirement Benefits at arenaflex

At arenaflex, we're revolutionizing the way people access insurance and retirement benefits. Our mission is to make these essential services as accessible and delightful as modern software. We're a fast-growing startup with a passion for innovation, and we're looking for a talented Customer Support Lead to join our team.

About arenaflex

arenaflex is a cutting-edge benefits platform that's changing the game for employers and employees alike. Our platform, the world's first fully integrated benefits platform, and our embedded insurance and retirement product, Kota Embed, are designed to make insurance and benefits more accessible and delightful to this generation of employees. We power benefits for hundreds of companies and thousands of employees from some of the most exciting and progressive employers in Europe. Our journey began in 2022, and since then, we've raised €20m from Europe's top technology investors, including Eurazeo, EQT Ventures, Northzone, Frontline, and angels, including Job Van Der Voort of Remote, Romain Huet, formerly of Stripe, now Open AI, and David Clarke, formerly of Workday. The companies our investors have previously backed or built include Spotify, Airbnb, Klarna, Truelayer, Snapchat, Workday, Personio, Workvivo, Pointy, Workable, Wayflyer, and more.

Role Overview

As our Customer Support Lead, you'll play a pivotal role in shaping the support experience for both our employer and employee users. You'll take ownership of our support operations, setting up the grounds for growth and combining strategic thinking with hands-on execution to build scalable operations and high-quality customer interactions. This role sits at the intersection of multiple functions, relying on a healthy cross-teams collaboration to deliver a seamless customer experience.

Key Responsibilities

* Manage employer and employee support operations, ensuring prompt and effective resolution of queries across channels (email and chat)

• Configure, maintain, and continuously improve our helpdesk tools, tailoring workflows for efficiency and internal and external user experience
• Collect, analyse, and report on support metrics, including contact rate, response speed, resolution time, and CSAT, to drive performance improvements
• Design and refine support workflows and SOPs (some of them involving other teams) that promote efficiency, consistency, and alignment; actively incorporate automation and AI-driven solutions where appropriate
• Oversee the creation and maintenance of self-service resources, including FAQs, video tutorials, and contextual product tooltips
• Develop a quality assurance assessment framework to evaluate support interactions and establish a foundation for continuous improvement
• Define support OKRs and execute performance reviews with data and strategic insight
• Surface structured and contextualised customer feedback and identify opportunities for product enhancements

About You

* You have experience building or scaling customer support operations, ideally in a startup or high-growth and constantly evolving environment

• You enjoy balancing big-picture strategy with day-to-day execution, and you're excited by the opportunity to shape a function from the ground up
• You're hands-on and resourceful, able to find creative solutions with limited resources
• You bring a strong sense of ownership and initiative, comfortable making decisions and setting direction in ambiguity
• You're empathetic and people-centric, always looking to improve the experience of both customers and peers
• You're assertive and clear in your communication (internally and externally) and know how to advocate for the customer

Our Values Resonate with You

* Care deeply: Our products are our story, we look at the details, go the extra mile to delight customers

• Integrity: We care deeply about our why and it won't jeopardise our how
• Fearless: We exist because we decided to say no to the norm – now we do this everyday
• Raise the Bar: We push past good enough—expect more, move faster, and raise the standard
• Ownership: Ask why, do the work, get the data, solve the problem, be an owner

Kota Benefits

* Health Insurance via arenaflex (€1,600 toward a plan of your choice)

• Workplace Pension with matched contributions up to 5% via arenaflex
• WFH stipend to support your home office needs
• Generous Paid Time Off - work hard and take the time you need
• Annual company-wide offsite and dedicated team offsite

We're an Equal Opportunity Employer

We value diversity at our company and do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you're passionate about shaping the future of insurance and retirement benefits, and you're excited about the opportunity to join a fast-growing startup, we'd love to hear from you. Apply now to become our Customer Support Lead and be part of the arenaflex team! Apply for this job