Experienced Full Stack Customer Experience Leader – Scaling Support Operations for arenaflex
At arenaflex, we're revolutionizing the way buildings think about, deliver, price, and manage their parking. Our platform empowers multifamily and commercial properties to unlock new revenue, streamline operations, and deliver a dramatically better experience for tenants and residents. As a fast-growing, venture-backed startup, we're on a mission to transform the urban landscape and make a significant impact.
We're seeking an exceptional leader to join our team as the Head of Customer Experience. This is a unique opportunity to shape the future of our Customer Support function from the ground up, drive growth, and make a lasting impact on our customers' lives. If you're a seasoned professional with a passion for delivering world-class support, we want to hear from you.
The Role
As the Head of Customer Experience, you'll be responsible for leading and scaling arenaflex's customer support functions. You'll define the strategy and processes that shape our customer experience, ensuring every arenaflex customer feels supported and valued. This is a strategic and hands-on role that requires a unique blend of leadership, operational expertise, and customer-centric thinking.
Key Responsibilities
* Lead, grow, and inspire arenaflex's Support Operations team, including hiring, onboarding, and ongoing coaching.
* Own our support processes, documentation, functions, and tools, continuously improving them to deliver speed, consistency, and quality.
* Keep your team fully up-to-date on new products, features, and processes, ensuring customers always receive accurate, timely support.
* Set a high bar for performance, holding yourself and your team accountable to strong standards. Regularly perform quality checks, look for trends, spot issues, and constantly retrain your team to uplevel them.
* Partner with cross-functional teams to identify and implement opportunities for process improvements and automation.
* Analyze customer support data to identify trends, and turn insights into actionable plans that elevate the customer experience.
* Work with our CEO, Head of Operations, future VP Sales, and other stakeholders to define support goals and strategy, and develop, measure, and report on key performance metrics.
* Explore, evaluate, and implement AI tools to improve response times for end users, while keeping a close eye on quality.
* Figure out a way to structure your team to make your role sustainable, despite the 24/7 nature of our product.
* Be a player-coach, both leading the team and in the inbox when needed.
What We're Looking For
* 6+ years of experience working with ticketing and CRM tools (Front, Zendesk, Hubspot, chat platforms, or similar).
* 4+ years of people-management experience in a support environment, with a proven track record of building, training, and motivating teams.
* Experience with a 24/7 or "always-on" support model.
* Strong operations and systems thinking skills. You naturally see how processes can be improved.
* Familiarity with the pace and ambiguity of growth-stage startups.
* Experience in a B2B2C environment, including working in parallel with a B2B sales team (preferred).
* Experience supporting payments or transaction products (preferred).
Why Join arenaflex?
* A chance to make a big impact at a fast-growing, venture-backed startup solving a real urban problem.
* Competitive compensation ($130-170K base) + meaningful equity.
* Opportunity to shape the future of our Customer Support function from the ground up.
* A collaborative, supportive team that values initiative, ownership, and high standards.
Benefits
* Competitive compensation and an equity stake in arenaflex, to reflect your company owner mindset.
* Company-provided medical, dental, and vision insurance (covered at 80% for both you and your dependents).
* 401k, dependent care FSAs, pre-tax commuter/parking benefits, and more.
* Flexible PTO to take the time you need to rest, recharge, or take care of life.
* Visits to the office include free lunch and easy/cheap parking (using arenaflex!).
* Monthly cell phone subsidy and one-time home-office allowance.
Location
We have a strong preference for California applicants who want to work a hybrid schedule (at least 2-3 days/week) at our San Francisco-Mission or Downtown Long Beach offices. Applicants who live within 30 minutes of a major airport and within 1,000 miles of San Francisco are also welcome to apply, but will be at a disadvantage relative to California applicants. Applicants beyond 1,000 miles are not likely to be considered.
If you're a seasoned professional with a passion for delivering world-class support, we want to hear from you. Apply now to join our team and shape the future of arenaflex's Customer Support function.
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About arenaflex
At arenaflex, we're on a mission to transform the way buildings think about, deliver, price, and manage their parking. Our platform empowers multifamily and commercial properties to unlock new revenue, streamline operations, and deliver a dramatically better experience for tenants and residents.
The Role
We're seeking an exceptional leader to join our team as the Head of Customer Experience. This is a unique opportunity to shape the future of our Customer Support function from the ground up, drive growth, and make a lasting impact on our customers' lives.
Key Responsibilities
- Lead, grow, and inspire arenaflex's Support Operations team, including hiring, onboarding, and ongoing coaching.
- Own our support processes, documentation, functions, and tools, continuously improving them to deliver speed, consistency, and quality.
- Keep your team fully up-to-date on new products, features, and processes, ensuring customers always receive accurate, timely support.
- Set a high bar for performance, holding yourself and your team accountable to strong standards. Regularly perform quality checks, look for trends, spot issues, and constantly retrain your team to uplevel them.
- Partner with cross-functional teams to identify and implement opportunities for process improvements and automation.
- Analyze customer support data to identify trends, and turn insights into actionable plans that elevate the customer experience.
- Work with our CEO, Head of Operations, future VP Sales, and other stakeholders to define support goals and strategy, and develop, measure, and report on key performance metrics.
- Explore, evaluate, and implement AI tools to improve response times for end users, while keeping a close eye on quality.
- Figure out a way to structure your team to make your role sustainable, despite the 24/7 nature of our product.
- Be a player-coach, both leading the team and in the inbox when needed.
What We're Looking For
- 6+ years of experience working with ticketing and CRM tools (Front, Zendesk, Hubspot, chat platforms, or similar).
- 4+ years of people-management experience in a support environment, with a proven track record of building, training, and motivating teams.
- Experience with a 24/7 or "always-on" support model.
- Strong operations and systems thinking skills. You naturally see how processes can be improved.
- Familiarity with the pace and ambiguity of growth-stage startups.
- Experience in a B2B2C environment, including working in parallel with a B2B sales team (preferred).
- Experience supporting payments or transaction products (preferred).
Why Join arenaflex?
- A chance to make a big impact at a fast-growing, venture-backed startup solving a real urban problem.
- Competitive compensation ($130-170K base) + meaningful equity.
- Opportunity to shape the future of our Customer Support function from the ground up.
- A collaborative, supportive team that values initiative, ownership, and high standards.
Benefits
- Competitive compensation and an equity stake in arenaflex, to reflect your company owner mindset.
- Company-provided medical, dental, and vision insurance (covered at 80% for both you and your dependents).
- 401k, dependent care FSAs, pre-tax commuter/parking benefits, and more.
- Flexible PTO to take the time you need to rest, recharge, or take care of life.
- Visits to the office include free lunch and easy/cheap parking (using arenaflex!).
- Monthly cell phone subsidy and one-time home-office allowance.
Location
We have a strong preference for California applicants who want to work a hybrid schedule (at least 2-3 days/week) at our San Francisco-Mission or Downtown Long Beach offices. Applicants who live within 30 minutes of a major airport and within 1,000 miles of San Francisco are also welcome to apply, but will be at a disadvantage relative to California applicants. Applicants beyond 1,000 miles are not likely to be considered.
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