**Experienced Customer Support Operations Lead – Scaling Support Excellence at arenaflex**

At arenaflex, we're on a mission to revolutionize the way people work and live. Our innovative solutions empower communities to thrive, and we're looking for a talented Customer Support Operations Lead to join our team. As a strategic and systems-oriented leader, you'll play a critical role in shaping the future of our support operations, driving efficiency, and delivering exceptional customer experiences. **About arenaflex** arenaflex is a values-driven company that's passionate about making work happy. We're a team of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities! Our flagship product suite has more than 5 million units on its platform, and we're committed to building better communities through our software. **The Role** As our Customer Support Operations Lead, you'll be responsible for leading the operationalization of our BPO support partner, improving support efficiency, and driving measurable improvements in CSAT and escalation quality. You'll work closely with our cross-functional teams to enhance tooling, automate processes, and introduce structured reporting that informs Product and Success strategy. **Key Responsibilities** * **BPO Management & Enablement**: Lead the operationalization of our BPO support partner within 12 weeks, delivering clear SOPs, QA standards, tooling access, and structured training programs. * **Escalation Strategy & Quality Improvement**: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues, reducing preventable escalations by empowering agents with better SOPs, tooling, and clarity. * **Tooling Optimization**: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight, identifying opportunities to automate repetitive tasks and improve agent experience. * **Support Efficiency & SLA Adherence**: Streamline support processes and improve routing logic to reduce response and resolution times toward a <48-hour target, prioritizing scalable solutions that remove friction without sacrificing quality. * **Reporting & Cross-Functional Feedback Loops**: Establish structured reporting and feedback systems that uncover root causes and highlight trends, translating support insights into actionable feedback for Product, Engineering, and Success to improve the customer journey. * **Documentation & Enablement**: Own internal knowledge management, maintaining SOPs, QA checklists, onboarding guides, and enablement resources for L1 and L2 agents to ensure consistency, clarity, and quality across the support experience. **Required Qualifications** * 3-5+ years in Support Operations, Customer Experience, or related SaaS roles * Proven success onboarding and scaling BPO support teams with structured training and performance management * Deep experience administering Zendesk (certification a plus); strong knowledge of Jira, Gainsight, Slack workflows * Proficient in building dashboards and tracking KPIs using Zendesk Explore, Looker, or similar tools * Demonstrated ability to improve operational performance across CSAT, resolution time, and escalation management * Strong communication and project management skills; excels in cross-functional execution * Strategic thinker with a passion for systems, scale, and continuous improvement **Keys to Optimum Happiness at arenaflex** * Thrives in ambiguity and proactively builds clarity * Focuses on long-term impact over quick wins * Enables others through systems, not mandates * Leverages technology and AI to empower people and simplify complexity * Embraces the challenges and rewards of growing in a scaleup environment **What We Offer** * Work from anywhere supported by a flexible company culture * Opportunity to work for one of the fastest growing technology companies in the PropTech industry * Unlimited vacation time * Generous paid parental leave * Competitive and equitable pay, including stock options * Monthly stipends to support Wellness and Home Office expenses **Diversity, Equity, and Inclusion** We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that arenaflex upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. **How to Apply** If you're passionate about making work happy and want to join a team that's changing the world, please submit your application. Don't forget to mention the word **UNDERSTANDABLE** and tag RMzguNjguMTM0LjE5NA== when applying to show you read the job post completely. Apply for this job