**Experienced Customer Experience Manager – Scaling Support Operations and Enhancing Customer Journey**

At arenaflex, we're revolutionizing the way businesses manage their finances, and we're looking for a dynamic Customer Experience Manager to lead the growth and enhancement of our customer experience team. As a core leader of our stellar customer experience team, you will be in charge and in full control of hiring, building, and scaling our support operations team. You'll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product. **About arenaflex** arenaflex is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 30,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $2B and 20M hours with arenaflex. Founded in 2019, arenaflex powers the fastest-growing corporate card and bill payment platform in America, and enables over $55 billion in purchases each year. **Our Mission** At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. We believe that our customers are at the heart of everything we do, and we're dedicated to providing them with the best possible support and service. **The Role** As a Customer Experience Manager at arenaflex, you will be responsible for leading the growth and enhancement of our customer experience team. You will oversee a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAs. You will also collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product. **Key Responsibilities** * Supervise a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAs * Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product * Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises * Manage internal and external product knowledge dissemination, enabling both customers and arenaflex teams to independently resolve queries * Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements **What You Need** * Minimum 5 years managing and developing a team to hit key metrics * Excellent verbal and written communication skills * Experience collaborating closely with teams outside of support to help scale * Strong metrics-driven and product mindset to help identify, triage, and execute potential product or operational improvements * Strong investigative and critical thinking skills * Desire for ownership and growth in role over time * Ability to work evenings and weekends as needed **Nice-to-Haves** * Experience working with Zendesk tooling * Experience working in FinTech * Experience working with third parties and managing partnerships **Benefits** * 100% medical, dental & vision insurance coverage for you * Partially covered for your dependents * One Medical annual membership * 401k (including employer match on contributions made while employed by arenaflex) * Flexible PTO * Fertility HRA (up to $5,000 per year) * WFH stipend to support your home office needs * Wellness stipend * Parental Leave * Relocation support to NYC or SF * Pet insurance **Work Environment and Company Culture** At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to providing them with the resources and opportunities they need to succeed. Our company culture is built on a foundation of collaboration, innovation, and customer obsession. **Career Growth Opportunities and Learning Benefits** arenaflex is committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including mentorship, coaching, and leadership development opportunities. We also provide our employees with the resources and support they need to pursue their interests and passions. **How to Apply** If you're a motivated and experienced customer experience professional looking for a new challenge, 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 hear from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating a work environment that's inclusive and supportive of all employees. **Expected Salary** The salary for this role is competitive and based on experience. **Location** The location for this role is New York City, NY. **Apply Now** Apply for the Customer Experience Manager role at arenaflex today and join our team of talented professionals who are dedicated to delivering exceptional customer experiences. Apply for this job