Director, Customer Experience – Crafting Exceptional Support Experiences for arenaflex SMBs

At arenaflex, we're dedicated to delivering world-class customer experiences that exceed the expectations of our Small and Medium-sized Businesses (SMBs). As a Director of Customer Experience, you'll play a pivotal role in shaping the future of our customer support strategy, driving exceptional experiences, and fostering a culture of excellence within our organization.

About arenaflex

arenaflex is a leading innovator in the fintech industry, committed to empowering SMBs with cutting-edge solutions that simplify their financial lives. Our mission is to provide a seamless, intuitive, and secure experience for our customers, and we're seeking a seasoned leader to join our team and help us achieve this vision.

Key Responsibilities

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

• Delivering exceptional support experiences that are empathetic, informative, and timely, always considering scalability as a key factor.
• Identifying opportunities to serve our customers with excellence and efficiency in the long term, driving continuous improvement and innovation.
• Driving monthly, quarterly, and annual execution of your team's KPIs and strategic plans, using a process-oriented and data-driven approach.
• Championing customer priorities cross-functionally, collaborating with product teams to influence customer experience initiatives within the product roadmap.
• Maintaining full visibility and status on cross-functional efforts to deliver feedback surfaced by our customers.
• Designing and developing process improvements to the customer experience journey, focusing on automating steps, reducing friction, and providing resources and support for agents to handle increasing types of questions and issues.
• Hiring and building a high-performing team through strong mentorship and talent development, identifying key opportunities for growth and up-leveling.
• Representing arenaflex's core values in all aspects of your work, driving best practices and continuous improvement, including building a customer experience playbook.
• Working with the risk leadership team on forward-thinking initiatives to ensure our CX delivery model evolves as the business continues to scale.
• Exploring partnerships, including working with Business Process Outsourcing resources.
• Championing ongoing learning and continuous improvement across your team and our business, providing support, education, and training to different teams to build a world-class customer experience team.
• Collaborating with cross-functional teams (Risk, Product, Engineering, etc.) to ensure customer feedback and issues are integrated into every aspect of our product.
• Staying ahead of emerging customer engagement trends and customer experience preferences.

Requirements

To succeed in this role, you'll need:

• 6+ years of experience in Customer Experience/Support
• 5+ years of experience in a people leadership capacity
• Experience developing, coaching, and mentoring high-performing teams
• Fintech experience (an asset)
• Collaborative, organized, and execution-oriented with strong communication skills
• A keen analytical approach to identifying trends, issues, and opportunities
• A highly process-oriented mindset, able to drive improvement in complex cross-departmental processes
• Empathy and humility, with the ability to truly understand the needs of SMBs and teams
• Bonus points for experience working with ZenDesk, joining a company at its early stages, and working in a fintech startup

Benefits

As a valued member of the arenaflex team, you'll enjoy:

• Competitive salary and meaningful equity: every team member gets a piece of the pie.
• Comprehensive health benefits: we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need.
• Considerable vacation/end-of-year holiday shutdown: we take time off to reset and recharge so we come back better for our customers.
• Personal and professional growth: support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make arenaflex a step-change career opportunity.
• Top-tier equipment: we'll make sure you have everything you need to produce your best work.
• Team-first culture: we're passionate about working collaboratively, bonding through team events, and most importantly having fun.

Join the arenaflex Team

If you're a seasoned leader with a passion for delivering exceptional customer experiences, we'd love to hear from you. Apply now to become a part of our dynamic team and help us shape the future of customer support at arenaflex. Apply Job! Apply for this job