Job Description
At arenaflex, we're on a mission to empower learners and educators through technical clarity, efficiency, and care. As a seasoned leader in technical customer support, you'll play a pivotal role in shaping the future of our support function, driving growth, and championing a culture of adaptability, trust, and operational maturity. **About arenaflex** arenaflex is a unified platform company that's reimagining what great support looks like. We're a remote-first team of 130+ people who care deeply about our work and about each other. Our core values of caring, curiosity, and drive shape how we show up for each other, our partners, and the learners and educators we serve. We're committed to inclusion and belonging, not just in principle but in practice. **The Role You'll Play** As Manager, Technical Customer Support, you'll lead our Client Empowerment team, which supports clients using our One45 and Analytics products. These clients are deeply mission-driven, and so is our team. You'll manage people, shape processes, and model leadership, guiding a shift toward smarter, more scalable support that reduces manual effort, embraces data and AI, and builds a more resilient function as our client base and product surface area grow. **Key Responsibilities** * Lead a high-performing Tier 2 support team, modernizing our operational foundation, and helping shape how support evolves as our company scales * Guide a cultural shift toward adaptability, trust, and operational maturity * Manage people, shape processes, and model leadership, owning day-to-day operations and extending impact beyond the queue * Introduce AI tooling that saves time and reduces complexity * Shift our culture from dependency to growth, coaching CERs into confident, independent problem-solvers * Deliver stronger insight loops between support and product, increasing product quality and client satisfaction **You'll Join Us as We:** * Reset team structures and dynamics following an internal promotion * Expand into new global markets * Mature our technical support offering into a proactive, data-informed function that can scale **How You'll Contribute** This is a leadership role rooted in people, trust, and transformation. You'll inherit some solid rhythms, like weekly 1:1s, queue reviews, and team scoop, but you'll also have the freedom to reshape the role and introduce new practices that meet the evolving needs of our team and business. We expect (and want!) you to make this your own. **In Your First Year, You'll Focus on Three Key Outcomes:** * Lead through trust and clarity, investing deeply in 1:1s, coaching, and feedback to build strong relationships and a shared sense of purpose * Modernize how support works, bringing structure to triage and ticket handling, reducing manual work, and guiding the team in adopting AI and automation tools that increase capacity * Make support data-driven, introducing simple, actionable metrics and helping the team (and your peers) use them to prioritize, improve, and advocate for change **What You'll Help Make Possible** Support at arenaflex isn't just about resolving issues; it's about empowering learners and educators through technical clarity, efficiency, and care. With your leadership, we'll: * Create a more agile, efficient support function that can scale without burnout * Introduce AI tooling that saves time and reduces complexity * Shift our culture from dependency to growth, coaching CERs into confident, independent problem-solvers * Deliver stronger insight loops between support and product, increasing product quality and client satisfaction **What You Bring to the Table** * People Leadership: You've directly managed a technical support team in a B2B SaaS environment, coached team members with varying experience levels and communication styles, held performance conversations, and supported both team cohesion and individual growth. * Support Operations Fluency: You've owned or improved core support processes, ticket workflows, SLAs, queue triage, escalations, and documentation. * Trust-First Change Leadership: You've helped teams move through operational or cultural change, read a room, reframed concerns, and modeled openness. * Data Comfort and Curiosity: You understand how to use metrics to guide behavior, highlight priorities, and advocate for change. * Cross-functional Confidence: You've worked closely with Engineering, Product, and Customer Success to close the loop between client issues and product decisions. * Coaching Mindset: You see leadership as a long game, invested in helping people grow, even when it's hard. **How We Support You** * Fair, transparent salary: The hiring salary for this role is $100,000–$110,000 CAD, within a broader internal pay band. * Learning budget: $3,000 annually for professional or personal development. * Long-term value: Access to employee stock options as part of our shared growth. * Remote-first work: Fully remote within Canada, with up to 6 weeks per year to work internationally. * Generous time off: Two-week company-wide closure in December, self-directed vacation (most take 4-6 weeks), and one Friday off per month from February to November. * Health benefits: Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati. * Retirement planning: GRSP matching program with up to 2% salary contribution. **What to Expect From the Process** Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you'll be given equal consideration. Your application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here. **Here are the Steps to Expect:** 1. Application Review & Response: A human carefully reviews your application. You'll hear back from us, whether or not you move forward. 2. Conversation with Recruiter: A recruiter will reach out for a phone call to learn more about your background and goals, and to share details about the role, team, company, and culture. 3. Customer Success Leadership Conversations: Meet your potential manager and a peer leader to explore your relevant experiences, leadership approach, and how you'd navigate the realities of the role through scenario-based questions. 4. Team Conversations: You'll meet future peers and collaborators from across the company. Each will focus on a key theme — technical or behavioral — to understand how you think and work. You'll also hear about their experience at arenaflex. 5. Decision & Follow-Up: After consolidating feedback, the hiring manager makes a decision, typically within 2–4 business days. 6. Offer Conversation & References: If it's a mutual match, we'll invite you to a conversation to walk through the offer. Any offer is contingent on completing a reference check. **Our Story & Purpose** We believe everyone has incredible potential. At arenaflex, our mission is to uncover it, nurture it, and help bring it to life. We're committed to being more than a software provider; we're trusted thought leaders and valued advisors in higher education, offering practical solutions, strategic insights, and guidance that help our partners make confident, informed decisions. **Life at arenaflex** We're a remote-first team of 130+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional in-person meetup when we can. Our core values of caring, curiosity, and drive shape how we show up for each other, our partners, and the learners and educators we serve. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance. **** If you're looking for purposeful work, room to grow, and a team that's as thoughtful as it is ambitious, we hope you'll consider joining us. Apply for this job