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Join arenaflex: Transforming the Leave and Accommodations Experience
Are you ready to elevate your career with a company that's revolutionizing how employers manage leave and accommodations? At arenaflex, we're not just building software—we're creating transformative experiences that bring humanity, certainty, and efficiency to the workplace. We pride ourselves on being made by HR professionals, for HR professionals, and we're looking for a passionate Customer Support Manager to lead our Production Support team to new heights.
If you're a natural leader who thrives on solving complex problems, mentoring teams, and delivering exceptional client experiences, we want to hear from you. This is your opportunity to make a meaningful impact while growing with a company that values innovation, collaboration, and continuous improvement.
About arenaflex
At arenaflex, we believe there's always a better way. Our user-friendly technology empowers employers to navigate the complexities of leave management and workplace accommodations with confidence and compassion. We're proud of our journey so far, and we're even more excited about where we're headed. Our culture is built on core values that guide everything we do:
- Make a Difference: We're inspired to make an impact through hard work, talent, and passion. Every day, we push ourselves to better serve our teams, our clients, and our community.
- Team First: We succeed together. Collaboration and humility drive our approach to work, and we win as a team.
- Own It: We follow through on our commitments, step up to deliver, and grow from both successes and failures.
- Everyone Matters: Every voice holds value here, regardless of background or experience.
The Role: Customer Support Manager
As our Customer Support Manager, you'll be the driving force behind our Production Support operations. You'll lead a team of talented Production Support Specialists (Tier 2), providing mentorship, guidance, and goal-setting to ensure excellence in every client interaction. This role combines operational expertise with leadership responsibilities, making it ideal for someone who loves both troubleshooting complex issues and developing high-performing teams.
You'll be responsible for delivering operational support services that keep our clients successful while establishing best practices that set the standard for excellence. Your focus will be on managing incidents, problems, and requests with a strong sense of ownership—all while maintaining alignment with our service level agreements (SLAs) and strategic vision.
What You'll Do
As a key leader within arenaflex, your responsibilities will span across multiple domains, ensuring seamless support operations and exceptional client satisfaction:
- Team Leadership & Mentorship: Lead, inspire, and develop a team of Production Support Specialists. Provide ongoing mentorship, set clear goals, conduct performance evaluations, and create growth opportunities for each team member.
- Escalated Issue Resolution: Respond to urgent and escalated client questions and issues, including bugs, feature requests, and complex business processes. Handle these primarily through our web-based ticketing system and support line with urgency and precision.
- Major Incident Response: Take the lead during high-severity incidents. Coordinate with customers and internal partners to provide regular updates, and collaborate with development, testing, and analysis teams to identify root causes and implement solutions.
- Best Practices Development: Develop and reinforce best practices for our support operations. Leverage quality scoring metrics to establish goals and identify opportunities for continuous improvement across the team.
- Root Cause Analysis: Complete post-mortem retrospectives and detailed root cause analysis for significant incidents. Use these insights to prevent future occurrences and improve our overall support quality.
- Training & Knowledge Sharing: Conduct production support hand-off presentations and support tool training sessions. Create and deliver ad hoc training when needed to address emerging needs.
- Documentation & Process Improvement: Identify gaps in existing procedures and create or update documentation to train team members on standard procedures. Ensure knowledge is captured and accessible.
- Requirements & Feature Documentation: Document requirements and user stories for production issues and feature requests. Translate client needs into actionable items for our product and development teams.
- Cross-Functional Collaboration: Lead calls with Support, Customer Success, Product, and Development teams to align priorities. Move stories through the Software Development Life Cycle (SDLC) based on client needs, efficiency gains, and strategic company goals.
- Priority Management: Prioritize incoming work based on severity, customer needs, and overall strategic vision. Ensure resources are allocated effectively to meet SLA commitments.
- Proactive Escalation: Proactively escalate any issues that cannot be resolved within established timeframes. Keep stakeholders informed and maintain transparency throughout the resolution process.
- Client Communication: Establish and maintain communication with technology customers to keep them updated on the status of their requests. Build strong relationships through consistent, professional updates.
What'll Set You Up for Success
Required Qualifications
We're looking for candidates who bring a combination of education, experience, and skills that demonstrate their ability to excel in this role:
- Educational Background: Bachelor's degree in a relevant field (Business, Computer Science, Communications, or related area).
- Incident Management Experience: Demonstrated experience in incident management, with the ability to lead teams through complex troubleshooting scenarios.
- Critical Thinking & Problem Solving: Strong analytical skills with the ability to quickly assess situations, identify root causes, and implement effective solutions.
- Exceptional Communication: Outstanding written and verbal communication skills. You'll need to convey complex technical information clearly to diverse audiences, including clients, team members, and executive stakeholders.
- Multitasking & Organization: Strong ability to manage multiple priorities simultaneously while maintaining attention to detail and quality.
- Troubleshooting Proficiency: Proven ability to troubleshoot issues systematically and set priorities effectively under pressure.
- Technical Proficiency: Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is required.
Preferred Qualifications
While not required, the following qualifications will help you stand out and accelerate your success in this role:
- Process Improvement Knowledge: Familiarity with process improvement frameworks such as ITIL Foundations in Service Management, CMMI, or similar methodologies.
- Customer Support Experience: Prior experience working with customer support teams and understanding of support processes and best practices.
- HR Industry Knowledge: Knowledge of FMLA (Family and Medical Leave Act), Disability, and/or ADA (Americans with Disabilities Act) regulations is highly valued.
- Software Development Understanding: An understanding of the Software Development Life Cycle (SDLC) to effectively collaborate with product and development teams.
- Ticketing System Expertise: Experience with issue ticketing systems such as Jira and Salesforce.
Skills & Competencies for Success
Beyond qualifications, we're seeking someone who embodies the following competencies:
- Service-Oriented Mentality: A genuine desire to help clients succeed and resolve their challenges with empathy and efficiency.
- Ownership Mindset: Take full responsibility for incidents, problems, and requests from initiation through resolution.
- Leadership Presence: The ability to inspire, motivate, and develop team members while maintaining high standards.
- Strategic Thinking: Balance day-to-day operations with long-term strategic objectives.
- Adaptability: Thrive in a dynamic environment where priorities may shift and new challenges arise regularly.
- Collaborative Spirit: Work effectively across departments to achieve shared goals.
Career Growth & Learning Opportunities
At arenaflex, your growth is our priority. We invest in our people through:
- Professional Development: Support for industry training and certifications, including CLMS Certification.
- Additional Certifications: Opportunities for industry and technology certifications that enhance your skills and career trajectory.
- Continuing Education: Financial support and time off for continuing education pursuits.
- Leadership Pathways: Clear pathways for advancement into senior leadership roles within the organization.
- Cross-Functional Exposure: Opportunities to work with Product, Development, and Customer Success teams, broadening your experience.
Work Environment & Culture
Located in beautiful Golden, Colorado, arenaflex offers a supportive work environment that values work-life balance and employee well-being. Our team-oriented culture means you'll never work alone—we succeed together, celebrate wins together, and learn from challenges together.
We believe in flexibility, innovation, and creating an inclusive workplace where everyone can thrive. Our open-door policy encourages collaboration and idea-sharing at all levels, and your voice will truly matter here.
Compensation & Benefits
We recognize that great talent deserves great rewards. That's why we offer a comprehensive benefits package:
- Competitive Salary: The salary range for this position is $75,000 - $90,000 annually, commensurate with experience.
- Performance Bonuses: Full-time, salaried position with bonus opportunities.
- Health & Wellness: Full medical, dental, and vision coverage.
- Financial Security: 401(k) plan with company contributions and life insurance.
- Professional Growth: Support for certifications, training, and continuing education.
- Work-Life Balance: Flexible work arrangements and time off to recharge.
Ready to Make a Difference?
If you're excited about leading a high-performing team, solving complex challenges, and making a meaningful impact in the HR technology space, we encourage you to apply. At arenaflex, you'll find more than a job—you'll find a career where your contributions matter, your growth is supported, and your values align with a company that's changing the way employers approach leave and accommodations.
Join us as we continue to build innovative solutions that empower HR professionals and create better workplace experiences. Apply today and take the first step toward an exciting new chapter with arenaflex!