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

At arenaflex, we're revolutionizing mental healthcare by empowering therapists with the tools, resources, and support they need to deliver exceptional care. Our mission is to make high-quality therapy accessible and affordable to all, and as a Public Benefit Corporation, we're committed to achieving this mission through responsible innovation, operational excellence, and a therapist-first approach.

• *Join the arenaflex Team:**

We're seeking an experienced Customer Support Operations Manager to help scale and elevate our Support Team at arenaflex. Our Support Team plays a critical role in ensuring both patients and clinicians have a seamless and satisfying experience with our platform. As a process-driven, analytical leader, you'll be responsible for building and leading a top-tier support operation that's dedicated to delivering exceptional customer experiences.

• *About the Role:**

This is a fully remote, full-time role that reports directly to the company leadership. As a Customer Support Operations Manager at arenaflex, you'll be responsible for:

Key Responsibilities:

• Provide timely, empathetic, and efficient responses to support tickets from patients and clinicians via email, chat, and phone.


• Develop and implement scalable support procedures and policies, including key success metrics.


• Hire, train, and manage a growing team of Support Agents to meet expanding business demands.


• Collaborate closely with the Clinical team to build smooth cross-functional workflows and optimize operations.


• Work with the Product team to introduce innovative solutions to support challenges.


• Create internal documentation to support team knowledge, streamline onboarding, and clarify processes.


• Maintain and enhance Freshdesk dashboards and reporting systems; track team metrics and share product insights with leadership.

• *What Success Looks Like:**

As a Customer Support Operations Manager at arenaflex, you'll be measured on your ability to:

• Strong performance in key areas such as customer satisfaction, agent productivity, and quality assurance.


• Consistent achievement of team objectives with an emphasis on continuous improvement.


• Seamless cross-team collaboration driving strategic initiatives and enhancing support operations.


• More efficient workflows and faster, higher-quality support interactions.


• Timely execution of projects according to defined scopes.

• *What We're Looking For:**

To succeed in this role, you'll need:

• 2+ years in operations management, including achieving and exceeding defined KPIs.


• A creative problem-solver who thrives on addressing complex operational challenges.


• Experienced people leader with a talent for team development and empowerment.


• Strong and empathetic communicator, comfortable interacting across all organizational levels.


• Self-starter with a demonstrated ability to manage goals independently.


• Skilled at interpreting data to inform decisions and drive improvements.


• Proactive project manager who takes initiative.


• Deep familiarity with Freshdesk, Zendesk, or similar ticketing systems; strong process orientation.


• Ability to excel in a dynamic, fast-moving environment.


• Brings humility, drive, clarity, adaptability, and professionalism to the role.


• Bonus: Previous experience in a high-growth healthcare setting.

• *Why Join arenaflex?**

As a Customer Support Operations Manager at arenaflex, you'll have the opportunity to:

• Shape and scale the customer support function at a growing company.


• Work in a mission-driven environment where your work directly impacts mental healthcare accessibility.


• Enjoy a competitive salary and growth opportunities into a leadership role.


• Benefit from comprehensive health benefits, flexible PTO, and mental health support initiatives.


• Be part of a culture that values collaboration, innovation, and continuous learning.

• *Apply Now:**

If you're a motivated and experienced operations leader who's passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team.

Apply Now