Job Description
At arenaflex, we're revolutionizing the way businesses manage their workforce systems, bringing together HR, IT, and Finance in a single, intuitive platform. As a Customer Support Supervisor, Compliance, you'll play a critical role in helping our customers realize the full potential of our product, while also driving internal discussions around product enhancements. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. **About arenaflex** arenaflex gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. With arenaflex, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds. Based in San Francisco, CA, arenaflex has raised $1.2B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes. We prioritize candidate safety, so please be aware that all official communication will only be sent from @arenaflex.com addresses. **About the Role** We're building a world-class Support team at arenaflex, committed to helping customers realize the full potential of our product. Team members focus on getting our customers back on course when challenges arise and contribute to internal discussions around product enhancements. Our Support Organization is composed of product-specific teams such as HR, IT, and Finance. If you're the type of person to look at a flight of 10,000 stairs, pause, get a bit excited, and then seize the moment, you have what it takes! **Key Responsibilities** As a Customer Support Supervisor, Compliance, you'll: * Become a subject matter expert on our product through direct customer support and product/engineering interaction * Lead a team of specialists tasked with providing product support to customers * Design and develop the onboarding program for team members as the team grows * Ensure your team is set up with the tools and resources they need to help customers through the product release * Own team performance and KPIs and drive improvements with data-driven experimentation * Be the subject matter expert for support practices * Collaborate with support leadership to refine and adapt operating processes and procedures * Deliver product feedback to Product/Engineering counterparts to reduce the inbound contact rate or resolution time on support interactions * Communicate effectively with executive leadership on projects, priorities, and goals **What You'll Need** To succeed in this role, you'll need: * 2-4+ years of professional experience managing a Support team within a fast-paced environment, startup, or SaaS organization * Deep understanding of systems and operations with B2B products * Experience directly managing a distributed team * Proven track record of maintaining SLAs * Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity * Experience designing and overseeing training, QA, and metric management programs at scale * You lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain * Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through * Extensive experience with Salesforce Service Cloud **Additional Information** At arenaflex, we offer a dynamic and supportive work environment that fosters growth and development. As a Customer Support Supervisor, Compliance, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We're committed to providing our employees with the tools, resources, and support they need to succeed in their roles. **Why Join arenaflex?** * Be part of a revolutionary company that's changing the way businesses manage their workforce systems * Work with a talented team of professionals who are passionate about delivering exceptional customer experiences * Enjoy a dynamic and supportive work environment that fosters growth and development * Take advantage of opportunities for career growth and professional development * Receive competitive compensation and benefits packages **How to Apply** If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team as a Customer Support Supervisor, Compliance at arenaflex. Apply for this job