Director of Customer Support Operations & Experience Strategy – Hybrid Leadership Role

About arenaflex

At arenaflex, we are redefining how organizations connect with the people they serve. As a forward-thinking technology company, we deliver innovative solutions that empower businesses to thrive in an increasingly customer-centric world. Our mission is rooted in a simple yet powerful belief: every interaction matters. From the first point of contact to long-term partnership, we are committed to creating experiences that are seamless, meaningful, and built to last.

Our culture is the foundation of everything we do. We are a team of curious, driven, and compassionate professionals who believe that great work happens when people feel valued, supported, and inspired to push beyond what is expected. Collaboration is in our DNA, innovation is our engine, and our people are the reason our customers keep coming back. As we continue to grow, we are seeking a transformational leader to elevate our customer support organization to new heights of excellence.

The Opportunity

We are looking for a visionary Director of Customer Support Operations & Experience Strategy to lead, inspire, and shape the future of our customer support function. This is a hybrid leadership role based out of our Plano, TX office (three days per week onsite), offering the opportunity to make a measurable impact on both our customers and the teams who serve them. Reporting to senior leadership, you will own the strategic direction of our customer support organization, ensuring it operates as a high-performance engine of customer satisfaction, operational efficiency, and continuous improvement.

If you are a dynamic, metrics-driven leader who thrives at the intersection of people, process, and technology, and if you believe that exceptional customer experiences are built through intentional design, empowered teams, and relentless pursuit of excellence, we want to meet you.

What You’ll Do

As the senior leader of our customer support organization, you will be responsible for developing and executing a comprehensive support strategy that delivers outstanding service across all channels. Your key responsibilities will include:

• Strategic Roadmap Ownership: Develop, own, and continuously refine a multi-year strategic support roadmap that drives service excellence, quality improvements, and meaningful cost reduction across all key support channels, including phone, email, chat, and self-service.
• Executive Collaboration: Partner closely with senior leaders across the organization to develop and implement strategic objectives that align customer support initiatives with broader business goals.
• Technology & Innovation: Identify, evaluate, and implement state-of-the-art technologies, including AI-driven support tools, automation platforms, and analytics solutions that enhance the customer and agent experience.
• Vendor & Stakeholder Management: Work with third-party vendors and internal stakeholders to deliver an outstanding, integrated customer experience that meets or exceeds expectations.
• Workforce Management Strategy: Collaborate with cross-functional teams to define and implement workforce management strategies, including accurate forecasting of customer demand, optimization of staffing levels, and creation of efficient scheduling processes.
• Quality Assurance Leadership: Implement and maintain robust quality assurance programs and processes to monitor, evaluate, and continuously improve the performance of customer support teams.
• Metrics & Reporting: Develop, track, and analyze key performance indicators (KPIs) to assess the effectiveness and efficiency of customer support operations, providing regular reports and actionable insights to senior management.
• People Leadership: Lead, mentor, and develop a team of managers and support professionals, providing guidance, coaching, and professional development opportunities to drive growth and enhance team performance.
• Culture Building: Foster a culture of customer-centricity, accountability, and excellence within the customer support department, promoting a positive, collaborative, and inclusive work environment.
• Cross-Functional Partnership: Collaborate closely with Customer Success, Sales, Product Management, Engineering, Revenue Operations, and other key teams to align customer support initiatives with overall business objectives and enhance end-to-end customer satisfaction.

What You’ll Bring

We are seeking a seasoned customer support leader with a proven track record of building and scaling high-performing teams in fast-paced, multi-channel environments. The ideal candidate will bring:

• Hybrid Work Availability: Ability to work out of our Plano, TX office three days per week, with flexibility for remote work the remainder of the week.
• Extensive Leadership Experience: 10+ years of progressive experience building and managing high-performing B2B and B2C customer support teams in a multi-channel environment, including direct experience managing managers and multi-layered support organizations.
• SaaS Industry Expertise: 5+ years of experience in a SaaS-based organization with demonstrable achievements in end-user support that drives software adoption, usage, and long-term customer success.
• Live Channel Support Mastery: Hands-on experience with live channel support, including chat-based and real-time support environments, with a deep understanding of how to balance average speed of answer, quality, and cost efficiency.
• Customer Obsession: A proven ability to create and embody a "raving fans" culture that delights both customers and employees through innovative service approaches and genuine care.
• Executive Presence: Demonstrated ability to develop and maintain trusted C-level relationships, communicate complex strategies with clarity, and influence stakeholders at all levels of the organization.
• Global Team Experience: Proficiency working with globally distributed teams and remote engineering organizations, with a track record of driving successful outcomes across multiple time zones and cultures.
• Data-Driven Mindset: Strong analytical skills with the ability to translate data into actionable insights, identify trends, and make informed decisions that improve both customer outcomes and operational performance.
• Change Management Acumen: Experience leading organizational change, implementing new technologies, and driving adoption of best practices across large, distributed teams.

Skills and Competencies for Success

To excel in this role, you will demonstrate a blend of strategic thinking, operational excellence, and inspirational leadership. Critical skills include:

• Strategic Vision: The ability to see the big picture while maintaining a sharp focus on execution, translating long-term goals into actionable roadmaps and measurable outcomes.
• Exceptional Communication: Outstanding verbal and written communication skills, with the ability to articulate complex ideas clearly, persuasively, and with empathy across all audiences.
• Emotional Intelligence: A high degree of self-awareness, empathy, and interpersonal skill, with a genuine commitment to developing others and fostering an inclusive environment.
• Operational Excellence: Deep knowledge of support operations, including workforce management, quality assurance, performance analytics, and process optimization.
• Technology Fluency: Comfort with modern support platforms, CRMs, analytics tools, and emerging technologies such as AI-powered support solutions and automation.
• Resilience and Adaptability: The ability to thrive in a fast-paced, evolving environment, navigate ambiguity, and lead with confidence through change.
• Customer-Centric Thinking: A relentless focus on the customer experience, with a passion for solving problems and exceeding expectations at every touchpoint.

Career Growth and Learning Opportunities

At arenaflex, we believe that growth is a two-way street. When you invest in your development, we invest in yours. As Director of Customer Support, you will have access to a robust suite of growth opportunities, including executive coaching, leadership development programs, industry conferences, and cross-functional project opportunities that expand your impact across the business. We are deeply committed to helping our leaders expand their strategic influence, build new capabilities, and prepare for the next phase of their career journey, whether that means advancing within arenaflex or taking on broader leadership responsibilities across the organization.

Work Environment and Company Culture

Our culture is guided by a set of core values that serve as a steadfast compass for everything we do. These values are non-negotiable, especially in how we hire, develop, and grow our team:

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledge their strengths and weaknesses, and celebrate the achievements of their colleagues.
• Grit: We admire individuals with grit — those who demonstrate unwavering determination and resilience in the face of obstacles. At arenaflex, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative, strive for excellence, and constantly seek ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Our hybrid work model is designed to give you the best of both worlds: meaningful in-person collaboration with the flexibility to do your best work from wherever you thrive. We are committed to building a workplace where every voice is heard, every contribution is valued, and every team member has the resources and support they need to succeed.

Compensation, Perks, and Benefits

We offer a comprehensive compensation and benefits package designed to support your health, well-being, and financial future. Our offerings include:

• Competitive Base Salary: Reflective of your experience, skills, and the impact you will make.
• Paid Time Off: Generous PTO policy that encourages rest, recharge, and time for what matters most.
• Comprehensive Health Insurance: Medical coverage to keep you and your family healthy.
• Dental and Vision Insurance: Full coverage options to support your overall wellness.
• 401(k) Match: Company-sponsored retirement plan with a generous matching contribution to help you build long-term financial security.
• Professional Development: Stipends and resources for conferences, training, certifications, and continued learning.
• Hybrid Flexibility: A hybrid work model that balances the energy of in-office collaboration with the focus of remote work.

Equal Employment Opportunity

arenaflex is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive workforce where every employee can thrive. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any kind. Employment decisions at arenaflex are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Join Us

If you are ready to take the next step in your leadership career and make a lasting impact on a growing organization that truly values its customers and its people, we encourage you to apply. This is more than a job — it is an opportunity to shape the future of customer support at a company that is redefining what is possible. Bring your vision, your expertise, and your passion for excellence to arenaflex, and help us build something extraordinary. We are excited to meet the leader who will help us write the next chapter of our story.