Job Description
At arenaflex, we're revolutionizing the way healthcare professionals and patients interact with our cutting-edge clinical platform. As a leader in the SaaS cloud-based clinical technology space, we're committed to delivering an exceptional user experience that sets a new standard for the industry. We're now seeking a visionary Director, Customer Experience and Support to join our team and drive the next phase of our growth. As a key member of our leadership team, you'll be responsible for leading our Support managers and cultivating a best-in-class Support team that's dedicated to delivering world-class service to our customers. You'll partner across teams to establish processes and programs that create value for all stakeholders, leveraging the power of AI to enhance Support performance and drive operational and strategic improvements. **Role and Responsibilities** As our Director, Customer Experience and Support, you'll be responsible for: * Creating and maintaining an operational philosophy that drives a relentless focus on efficient and AI-optimized human interaction, with a bar-raising quality, efficiency, and cost. * Using AI to drive operational and strategic improvements for our customer and team experience, with a focus on delivering exceptional results. * Providing leadership and coaching to develop and mentor our Support Managers and their teams, fostering a culture of continuous learning and growth. * Working closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team, with a resolute focus on customer experience. * Aligning with the COO and SVP of Customer Operations on department strategy and operating plan for the Support organization as we continue to scale our team. * Liaising with other leadership, as well as cross-functional leadership, to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation. * Working with COO, SVP, People Ops, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly. * Assisting with incident response when necessary as an escalation point, communicating with customers and providing information to internal teams. * Continuing to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities. * Owning the support tools and systems strategy, including training and knowledge management, workforce management, customer and partner relationship management, contact routing, program management, trust and safety, and quality assurance. * Partnering with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams' efforts. **Professional Qualifications** To succeed in this role, you'll need to possess: * A deep understanding of the Support function as a differentiator in the market segment and a passion for people management, development, and mentorship. * Previous experience leading managers in a tiered support organization across multiple locations, with a focus on delivering exceptional results. * A critical thinking approach that defaults to a client-centric approach and uses data to make informed decisions. * Strong leadership skills, with the ability to provide direction to managers in various areas, groups, and/or operations. * Self-motivation, attention to detail, and a desire for continuous learning, with a high EQ and soft skills. * Exceptional written and oral communication skills, with the ability to think creatively about a wide variety of challenges. * Current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment. * A natural ability to educate and empower others, with a strong customer service focus and effective communication skills. * 10+ years of previous customer support experience in the software/tech industry. * A Bachelor's degree in business, or a related field, or equivalent years of experience. **What We Offer** As a member of our team, you'll enjoy: * A competitive salary range of $140,000-160,000 + variable compensation. * A dynamic and supportive work environment that fosters growth and development. * Opportunities to work with a talented team of professionals who are passionate about delivering exceptional results. * A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off. * Professional development opportunities, including training, mentorship, and education assistance. * A collaborative and inclusive work environment that values diversity, equity, and inclusion. **How to Apply** If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you! **About arenaflex** arenaflex is a leading provider of SaaS cloud-based clinical technology solutions that are designed to enhance physician and patient quality of life. Our platform is built on a foundation of innovation, collaboration, and customer-centricity, and we're committed to delivering exceptional results for our customers. Join our team and be part of a dynamic and supportive work environment that fosters growth and development. Apply for this job