Job Description
At arenaflex, we're revolutionizing the event planning industry with our cutting-edge SaaS platform, empowering event professionals to source and book venues seamlessly. As a fast-growing, $3M seed-funded B2B SaaS startup, we're expanding our customer base beyond Europe and North America, and we're looking for a talented Customer Support Operations Lead to join our high-impact team. **About arenaflex** arenaflex is a high-growth event planning SaaS company that's transforming the way event professionals source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and DMOs. With 150K+ hotels, including industry leaders like Marriott, Hilton, and Hyatt, on our platform, we're poised for rapid growth and expansion. **Company Culture** At arenaflex, we value accountability, an ownership mindset, and a data-driven approach. Our team is collaborative, and each person's contributions directly impact our success. We're a fast-paced, entrepreneurial environment where micromanagement doesn't exist, and you'll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes. You'll work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you're someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you! **Benefits** • Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental. • Maternity Leave: Support for growing families. • Future 401K Plan: Coming soon! • Quarterly Meetups: Connect and collaborate in person with the team. • Remote work budget and opportunities for leadership advancement. **Why This Role Matters** We're hiring a Senior Customer Support Ops Specialist to level up our support function. You'll be our first hire dedicated to owning support processes and tools — starting as an individual contributor (IC) but quickly becoming the architect of how support operates and scales. You'll report directly to our CEO and work alongside our Director of Client Success. **Job Description** We seek a detail-oriented, people-first Customer Support Ops Lead who's a hands-on Individual Contributor and leader to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and building customer support ops from the ground up. **Responsibilities** • Be the first line of defense for live customer issues via Intercom (chat, email, and occasional phone). • Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros. • Improve support processes and documentation based on customer interactions. • Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness. • Act as a player-coach: lead by example while mentoring and growing a small team. • Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues. **Qualifications** • 2–6+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company. • Proven experience building or significantly improving support processes and tooling. • Hands-on Intercom, or similar software, experience is required (backend workflows, bot management, automations) - (similar: HelpCrunch, Tidio, Freshdesk / Freshchat (Freshworks), LiveChat, LiveAgent, Customerly, etc) • Operational mindset — someone who enjoys creating order out of chaos and building scalable systems. • Customer-first mentality with strong communication skills (written and verbal). • Comfortable in ambiguity, adaptable, and resourceful — thrives in fast-paced environments. • Bonus: experience mentoring or managing others. • Bonus: experience in the hospitality or events industry. **Career Growth Opportunities and Learning Benefits** At arenaflex, we believe in investing in our employees' growth and development. You'll have access to: • Regular training and development opportunities to enhance your skills and knowledge. • Mentorship from experienced leaders and professionals in the industry. • Opportunities to take on new challenges and responsibilities as the company grows. • A dynamic and supportive work environment that encourages innovation and creativity. **Work Environment and Company Culture Highlights** • Remote work options with a flexible schedule. • Collaborative and open communication with the team. • Regular team-building activities and social events. • A dynamic and fast-paced work environment that's always evolving. **Compensation, Perks, and Benefits** We offer a competitive salary range of $80K–$90K, plus a range of benefits and perks, including: • Health coverage for you and your dependents. • Maternity leave and support for growing families. • Future 401K plan and retirement savings options. • Quarterly meetups and team-building activities. • Remote work budget and opportunities for leadership advancement. **How to Apply** If you're a motivated and detail-oriented individual with a passion for customer support and operations, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. Don't miss this chance to join a high-growth company and make a real impact on the event planning industry. Apply now to become a part of arenaflex's dynamic team! Apply for this job