Director, Customer Experience – Scaling Support Excellence at arenaflex

At arenaflex, we're revolutionizing the way companies approach employee benefits and experiences. We believe that people are the most valuable asset to any organization, and it's time to rethink traditional one-size-fits-all benefits packages. With our cutting-edge fintech platform, People teams can create customized benefits and perks plans that meet the unique needs of their workforce. As a Director of Customer Experience at arenaflex, you'll play a pivotal role in shaping the support and technology infrastructure that enables our company to scale efficiently while maintaining our commitment to customer success. You'll lead and develop our growing support organization, driving strategic planning for volume management, implementing proactive trend analysis, and creating processes that enhance team productivity while maintaining exceptional service quality.

About arenaflex

arenaflex is a rapidly growing fintech company that's making benefits easy. We're backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. Our mission is to help companies reimagine how they take care of their people. With $35 million in equity capital raised to date, we're poised for continued growth and innovation.

Our Culture

At arenaflex, we're committed to creating an inclusive environment for all our employees. We're seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. We offer a range of benefits and perks, including 95% coverage of medical, dental, and vision, as well as a $250 WFH setup, $150/month cell phone and internet, and $100/month Wellness. We also offer flexible PTO, no Meeting Wednesdays, and several team onsites a year.

The Role

As a Director of Customer Experience at arenaflex, you'll be responsible for:

• Leading, mentoring, and developing a multi-channel customer experience team, strategically expanding into new support modalities
• Designing and implementing training programs that enable rapid team growth without sacrificing quality
• Creating and executing staffing models that effectively address fluctuating support volumes
• Acting as a manager of managers, driving excellence and consistency among several support teams
• Fostering a collaborative, customer-centric culture focused on continuous improvement
• Acting as a representative for the customer experience function when facing external stakeholders

Key Responsibilities

* Team Leadership & Scaling: + Lead, mentor, and develop a multi-channel customer experience team, strategically expanding into new support modalities + Design and implement training programs that enable rapid team growth without sacrificing quality + Create and execute staffing models that effectively address fluctuating support volumes + Act as a manager of managers, driving excellence and consistency among several support teams + Foster a collaborative, customer-centric culture focused on continuous improvement + Act as a representative for the customer experience function when facing external stakeholders

• Strategic Planning and Analytics:

+ Develop comprehensive volume forecasting models to anticipate support needs across channels + Identify support trends and patterns to inform proactive resourcing and process improvements + Establish and track meaningful KPIs that drive team performance and customer satisfaction + Provide regular reporting on support metrics and operational health to executive leadership + Conduct annual planning on behalf of the Customer Experience organization

• Process Optimization and Productivity:

+ Identify and implement process improvements that increase support team efficiency + Collaborate with Product and Engineering teams to drive product enhancements that reduce support volume + Leverage ongoing developments in agentic AI to enable scale and speed in support resolutions + Develop and refine support workflows and knowledge management systems + Implement tools and technologies that enhance support team productivity

• Customer Experience Enhancement:

+ Define and maintain service level agreements that balance customer needs with operational efficiency + Develop strategies to reduce resolution times while increasing customer satisfaction + Implement feedback mechanisms to continuously improve the support experience + Create escalation frameworks that ensure critical issues receive appropriate attention

• Change Management & Team Integration:

+ Quickly establish credibility with the existing support organization + Implement changes thoughtfully, with clear communication and team buy-in + Balance respect for established practices with introduction of necessary improvements + Build collaborative relationships across departments to enhance the overall customer experience

Requirements

* 7+ years of experience in customer support or service operations, with at least 4 years in director-level leadership roles

• Demonstrated success scaling support teams (2x or greater) while maintaining or improving quality metrics
• Experience implementing and managing multiple support channels (e.g., email, chat, phone)
• Strong background establishing forecasting, capacity planning, and support analytics
• Proven track record of improving support efficiency through process and technology enhancements
• Experience leading through change and quickly adapting to new environments
• Exceptional communication, presentation, and interpersonal skills
• Data-driven approach to decision making and process improvement
• Bachelor's degree or equivalent practical experience

Preferred Qualifications

* Experience in SaaS or technology companies, preferably in the fintech or benefits space

• Background in building omnichannel support strategies
• Knowledge of change management principles
• Experience with support automation and AI-assisted service tools

Compensation

* Base salary of $150,000 to $180,000 + equity

• Range(s) is subject to change. arenaflex takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience.

What We Offer

* 95% coverage of medical, dental, and vision

• Fantastic benefits (of course!), including:

+ $250 WFH setup + $150/month cell phone and internet + $100/month Wellness

• No Meeting Wednesdays!
• Flexible PTO
• Several team onsites a year
• We offer several team onsites a year
• We're committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products.

If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity to join arenaflex as a Director of Customer Experience. Apply for this job