Job Description
At arenaflex, we're on a mission to empower all insurance companies to make insurance 100% digital and accessible to everyone. As a leading global no-code insurance platform for health, life, and P&C, we're committed to delivering exceptional customer experiences that drive loyalty and growth. We're now seeking an experienced Customer Support Manager to join our fully remote team and lead the charge in delivering world-class support to our clients and partners. **About arenaflex** arenaflex is a dynamic and innovative company that's revolutionizing the insurance industry with our cutting-edge technology and customer-centric approach. We're the winner of the Insurtech of the Year award in all of Asia and other global accolades, and we're proud to work with top insurance enterprise clients like AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more. Our team of over 120 people from 30 nationalities works remotely from all over the world, and we're fully funded and backed by reputable VC funds and strategic institutional investors. **What You Will Do** As our Customer Support Manager, you'll be responsible for leading and managing the customer service function to deliver high-quality support experiences to our clients and partners. Your key responsibilities will include: * Developing and implementing customer service policies, procedures, and standards to align with business goals and customer expectations * Monitoring and analyzing customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership * Handling escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction * Collaborating cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience * Building a feedback loop between customer support and product development to enhance feature development and usability * Working with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce) * Helping define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution * Supporting the implementation of new tools and systems to scale customer support and improve automation where appropriate * Staying informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery * Actively participating in strategic discussions around customer lifecycle, retention, and satisfaction **What We Need** To succeed in this role, you'll need: * Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role * Strong understanding of customer service practices and customer journey management within tech or SaaS companies * Previous experience in the insurance or InsurTech space is a strong advantage * Proven track record of leading and scaling customer service operations in a fast-paced environment * Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce) * Exceptional problem-solving skills and a proactive approach to resolving customer challenges * Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams * A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements * Fluent in English; additional language skills are a plus **Why You'll Love Working Here** At arenaflex, we offer a range of benefits and perks that make us a great place to work: * Fully Remote * Flexible Leave * International Environment * Competitive remuneration package * Performance Bonus * Stock Options after 6 months * Company activities and events * Learning and development plan * Remote work allowance **What's Next?** If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to our team! **Equal Opportunities Employer** arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. **Data Protection** By submitting your application, you confirm that you have read, understood, and accepted the content of arenaflex's Privacy Notice and you consent to the processing of your data as part of this application. **Originally posted on arenaflex Careers** Apply for this job